Ken's Muffler Shop

Dear Specialist, I have reviewed the complaint from *** *** and I assume her husband *** ***I am including a copy of the customers’ signed credit applicationFirst, I would like to apologize for the negative action letters received by the ***sWe use an automated system to ensure
we are complying with the Fair Credit Reporting Act(FCCRA)This system automatically matches up credit applications with credit placements and assumes all non-matched applications are in need of a negative action letterWe should have manually deleted this letter from going out since the ***s paid for the vehicle with a cashier’s checkWe pulled a credit report in this instance since the customers were coming back the following day with a cashier’s check to pay for the car and our giving them the vehicle without payment or a finance contract was an extension of credit based on their perceived ability to pay for the carWe utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted aboveWe used this system to check to see that the ***s were not listed on the list from OFAC of people we are not allowed to do business withWe also used it to be certain that the customers were who they represented themselves asThis is part of the Red Flags Rule, which requires the extender of credit to make certain that there are no “Red Flags” that the customer is not who they are representing themselves asThis protects our customers from having their identity stolen as well as protecting us from having vehicles stolenI’m sorry that our manager was not familiar with the“Patriot Act” and quoted itHowever, we did get a credit application and we did extend credit in delivering the vehicle and issuing temporary registration prior to payment.Therefore, we are not going to provide a letter indicating it was a mistake to run creditWe do however apologize for any grief caused by unnecessarily receiving a negative action letterHopefully, this helps to explain the situation a little bit more clearlyRegards, Barry L*** CFO

Dear Revdex.com;This response upsets me even more because once again Liberty Buick is lyingTim found the car, secured the cashiers check and the purchase was all completed on the same daySo the excuse they submitted in this response is a lieThere was no reason to run my creditThe finance person had the check in hand when he required me to sign the credit application. So it appears the credit check was done by mistake just as the pulling of the letters were. Mistakes like these can be costly to a valued credit score and as stated before I worked very hard to obtain my high credit score. It appears to me that Liberty is trying to cover up a business practice that is not in the best interest of their so called valued customers. PLEASE GO BACK AND LOOK AT THE DATES OF THE TRANSACTION AND CASHIERS CHECK. Thank you,*** ***

I am *** *** the General Sales Manager here at Liberty BuickI was not aware of this situation until I recieved the complaint in my email yesterday. I did speak to Mrs. *** yesterday and I had the paperwork personally delivered to her house I am very sorry for any
inconvenience this may have causedI did speak with Mrs *** today and she is now happy, she also spoke very highly of *** her salespersonThank you again, *** ***

Dear Specialist, I have reviewed the complaint from *** *** and I assume her husband *** ***I am including a copy of the customers’ signed credit applicationFirst, I would like to apologize for the negative action letters received by the ***sWe use an automated system to ensure
we are complying with the Fair Credit Reporting Act(FCCRA)This system automatically matches up credit applications with credit placements and assumes all non-matched applications are in need of a negative action letterWe should have manually deleted this letter from going out since the ***s paid for the vehicle with a cashier’s checkWe pulled a credit report in this instance since the customers were coming back the following day with a cashier’s check to pay for the car and our giving them the vehicle without payment or a finance contract was an extension of credit based on their perceived ability to pay for the carWe utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted aboveWe used this system to check to see that the ***s were not listed on the list from OFAC of people we are not allowed to do business withWe also used it to be certain that the customers were who they represented themselves asThis is part of the Red Flags Rule, which requires the extender of credit to make certain that there are no “Red Flags” that the customer is not who they are representing themselves asThis protects our customers from having their identity stolen as well as protecting us from having vehicles stolenI’m sorry that our manager was not familiar with the“Patriot Act” and quoted itHowever, we did get a credit application and we did extend credit in delivering the vehicle and issuing temporary registration prior to payment.Therefore, we are not going to provide a letter indicating it was a mistake to run creditWe do however apologize for any grief caused by unnecessarily receiving a negative action letterHopefully, this helps to explain the situation a little bit more clearlyRegards, Barry L*** CFO

We have reviewed the transaction and it appears that we did our paperwork and issued a temporary permit on May 19thHowever, the receipt for the check was issued on May 20thThis discrepancy in dates led me to believe that the vehicle was delivered and paid for on two separate days However, the customer assures that they took place on the same date and the finance manager had the check in hand on May 19th when the credit application was signedWe sell hundreds of vehicles every month and I trust that the customer's recollection of events is more accurate than our employeesIf that is the case then we should have been able to deliver the vehicle without a credit inquiry I have attached a letter for the customer indicating everything they had requested in their previous complaintHopefully this makes the ***s happy with their vehicle and their transactionThis should have little or no effect on their credit scores.Sincerely,Barry L***CFOLiberty Automotive Group

Again, we are going to reiterate our positionWe did not admit that there was an issue with the ABS system on this vehicleIn our discussions with the customer we indicated to her that the sounds she was hearing were a part of the function of the Encore's ABS systemOur service advisor, Steve, indicated such to herIt is not repairable because it is properly functioningWith regards to "they're misleading the public...and they're selling it across the nation", we are a car dealership and a Buick franchiseWhile we do sell vehicles outside of our area, we did not design nor engineer this vehicleIf there is a design flaw it would be up to GM and the government to determine the best course of remedyWith regards to the request that "we can fix it or replace it"The vehicle is fixedHowever, if there is something else wrong with it either we or another Buick dealership can inspect the car and diagnose any further problemsWith regards to the accusations of felonious actions by us, we, as a franchised Buick dealership are empowered by GM to attempt to satisfy a customer's issues with their car by repairing or replacing items that have not completely failed, but are somewhat less than perfect in an attempt to resolve a customer complaintThe issue here, is the ABS system on the Encore makes some noise that Ms*** doesn't likeHowever, there is nothing wrong with or unsafe about the system

Tell us why here...Since the complaint MrsDr*** and I together have done some research on this matter. We have both found an inexpensive way to fix the issue, Liberty Buick is participating in some of the costThe vehicle is back in our service department today and
we are going to try to make our customer very happy. We really care about our customer satisfaction here at Liberty Buick, and we are always willing to work something out with the customerHopefully she will now be very happyThank you,Justin s*** *** ***