Joe Machens Automotive Group

Sue Mullanix/Leigh Branstetter
This took place from August 1, 23 through November 17, 23
Worst experience ever. My sister began by texting with a salesman about a ford explorer she was interested in, after driving 1.5 hours down she finds out they could not finance that vehicle but had a different one to look at. She decided on taking it since she was already there (just what they were counting on). The 2020 explorer (after further review is the worst year of the explorer, go figure). Once she got it home it began having computer issues, would only start with the fob, lights flashing, and the drivers side window not working right. At one point it locked her out of the car with the fob in it but the hatch open. She had this car for about 7-8 weeks which machens had it for 6 of those weeks. The car was returned several times for the same issue but finally they said they didn't know what was wrong with it, they suggest she trade it in. We had explained several times the taxes had not been paid yet due to all the issues with it. We were in formed if we trade it in we would pay the taxes on the 2020 then the difference on the new one. We were told they would make the numbers work ( which to us means payment being close to what it was, we were wrong). We found another explorer on the jeff city lot but they wouldn't respond to us or columbia. So we found yet another explorer that was a little higher. So when we traded the 2020 in we only received $26000 when we financed $37000, already $11000 upside down. So now we have paid the salesman twice and administration fees twice but recea crappy trade in value and didn't get the rubber car mats we were promised. And now her payment is $100 more a month, this is not making the numbers work in my opinion. We were backed into a corner and pretty much felt we had to take the deal. So this was 12 days ago, the original loan should have been paid off however the loan company took this months payment. When we called to find out why its because the loan was not paid off yet. The dealership said the finance office call us but before she could explain the issue she was informed called the co-signer who informed her she was not the owner of the vehicle and to call my sister but apparently she took that as to not call anyone. Now they inform us that because the taxes were not paid yet they could not pay off the car. You couldn't have told us that when we were there and asked? Im pretty sure I didn't get everything in here because there has been so much. My family and I have purchased several cars from joe maches over the years but we will not again. The worst part about this whole experience has been the lack of communication and follow through.

Complaint: [redacted] I am rejecting this response because: NO attempt has been made, I also sent their co a message via Facebook with my.phone number the message is read but no response is given backI want to proceed with my complaint and I will be looking into a lawyer and court process for a refund (unfortunately I will have to save a little to do so)I have mechanics from [redacted] that fixed their mistake(s) and even charged me less and even showed me the errors and will also gice their statementsThis was bad business and they ripped off a young mom of and taking their time to handle this matterUnacceptable Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me in the regards that they buy back the vehicle Sincerely, [redacted]

We apologize for any inconvenience the dealership may have causedThe General Manager has contacted the customer and everything has been resolved to her satisfaction

Initial Business Response /* (1000, 7, 2015/05/12) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@machens.com
Mr*** had contacted Joe Machens Automotive Group prior to contacting the Revdex.com and was advised that he has every
right to cancel the service contract that was purchased as part of the purchase of the Nissan TitanIn order to process the cancellation a form must be signedThe dealership has even agreed to cancel the service agreement in fullMr*** must contact the dealership to obtain the cancellation formIf he does not want to come to the dealership the form can be mailed or emailed for his convenienceAt the time of delivery Mr*** signed three different forms that disclosed the fact that he was purchasing a service agreement and it was being financed as part of his vehicle purchaseSince the service agreement was financed the refund from the cancellation must be returned to the bank that has the loan on his vehicle
Mr*** was given an opportunity to remove items from the vehicle he traded to Joe Machens Automotive GroupHowever, if he feels he did not collect some items from the vehicle he needs to contact the dealership to discuss the missing items and we will do our best to replace or reimburse him

The deposit was refunded to the buyer as all documents have been received, customer has been contacted to pick up deposit check

Dear Revdex.com,Thank you for contacting us regarding *** A ***'s complaint. Mr*** took the Prius in question to his mechanic prior to purchasing the vehicleIt is our understanding that said mechanic (outside of our dealership) gave Mr*** the go ahead to purchase
the vehicleThe vehicle was purchased (see attached for signed documentation)We offered to assist with repairs on the vehicle, the customer refusedWe should not be held responsible for these requests. Sincerely,*** ***General ManagerJoe Machens Automotive Group

Sales manager *** *** contacted the customer and ordered a new key This should resolve this situation

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

I wanted to let Revdex.com know that we are in the process of trying to settle this complaint with the consumer. We are having a bit of a challenge in contacting him. Also, one of the employees involved with this complaint is no longer with the company. We are unsure that we have the
correct contact information for Mr***. Hopefully, we will be able to settle this with the customer. If Mr*** wishes to contact us, he may call *** *** at *** *** ***

We issue a new key

I would like to add that we bought a car that didn't work for us so we took it backThey financed us for a Jeep compass and had it a week or twoThey called me in to come to the dealership yesterday and took my jeep away but would not return the $down paymentThey are saying we will get it
when we get it if we get it at all. We would like the $refunded to us immediately

This customer has been taken care of.  Per our GM, [redacted], we had a key made at the Volkswagen store for this customer.  We are paying for the key...no charge to the customer.

We are reaching out to the customer to find a solution.

[redacted] is no longer in charge of Revdex.com complaints for Machens.  Please send them to [redacted]    [redacted]@machens.com

Initial Business Response /* (1000, 5, 2015/05/19) */
A member of management from Joe Machens Automotive Group will contact Ms. [redacted] to discuss her options.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the...

business.)
They tell me anything at the time and it's never any results.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me in the regards that they buy back the vehicle. 
Sincerely,
[redacted]

Our Nissan General Manager, [redacted], contacted Mr. [redacted] directly.  Mr. [redacted] is now in possession of the title and the dealership is cutting/programming him a new key.

The General Sales Manager of this store, [redacted] has reached out to the involved party to try to resolve this issue. He will be following up with a letter to Revdex.com with the results of their meeting.

Thank you , I will be working on finding out specific details regarding this title.   We are working to resolve this issue.  I will give you an update soon. Sincerely,  [redacted]Joe Machens Dealerships