Kevin's Royal Automotive

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
To the original message, I accept the outcome. My name was removed. But that was not the main issue I had with Mr [redacted]. I am owed an apology for how I was treated- I mention free service would be a nice gesture but NOT NECESSARY. Not only was I not apologized to, be took this in the opposite direction and mocked me worse than before. 
Regards,
[redacted]

yes

I leased a 2016 Ford Escape from Harry Gracin in 10/2014. He was very helpful and efficient and I highly recommend him and Kevin's Royal Automotive.

This email is so ripe with misrepresentation of the facts I really don't know how to begin. The mother is a very together and coherent individual with all her wits about her yet the daughter has proven to be very controlling, demanding, and uses intimidation tactics to get her way and this was the opinion of the police officer that was solicited by the daughter the day the she told the mother to simply return the car and insist we cancel the deal claiming she had 72 hours to do so. The daughter was involved in every step of the process the day before. She helped her mom negotiate the deal for hours on the phone that day speaking with me, the sales person and the manager of my dealership as we worked on meeting every request they made to us. The mother has been left without transportation for about one year when her friend passed away and the car they were sharing was taken back by the family of the deceased friend. A friend of the mother called my sales person ([redacted] ) who is a customer of [redacted]'s and asked him to help find a car for her. So when [redacted] called the mother and she told him she had no way of getting to our dealership to look at cars, he offered to come pick her up and she accepted his offer. We found a vehicle that met the mothers needs and the budget she told us she needed. The daughter was on the phone every step of the way negotiating the price, the interest rate, the warranty she insisted be added to the car to protect her mom's investment, the term of the loan and the payment. We met every demand she made on behalf of the mother. With the mother sitting in my managers office with my sales person and myself listening on speaker phone to the daughter saying "well Mom if you like the car get it" we then moved forward and processed the paper work, helped procure a competitive insurance offer to insure coverage on her car and delivered the car so she could drive it home that day. 
The following day the mother showed back up at the dealership saying he was returning the car and wanted to cancel the deal. My manager and sales person informed her with her daughter listening on speaker phone that in NYS there is no cooling off period and no right of rescission of a car deal. We produced the document the mother signed explaining this and the mother acknowledged she read it signed it and understood it. 
We offered to switch to other vehicles if she wanted but we also informed her that at that time we had no other vehicles in stock that we could offer her for the same price and payment of around $150 per month. The daughter once again became very demanding and insistent that we cancel the transaction claiming falsely people have 72 hours to change there mind. We told her that is not the law in NYS but she continue to insist she was right. When the mother was told by her to just leave without her car and go home with the personal assistant that drove with her to the dealership, we informed them that the car was hers now and she could not simply walk away and abandon the vehicle on our lot. The contracts were valid and the insurance was on the car and we told her we did not want to be responsible for any damage or other issues that might occur while left on our property. At that point the daughter demanded she call 911. Incredibly she also told her to contact the local police and file a complaint against us. We absolutely did not bully or mistreat her mother as she claims. We could not have taken advantage of her mother (not that we would have) because her daughter was in complete control of the entire purchasing decision the day before. So for her to now claim we did all this is simply grand standing trying to manipulate the situation and get what she apparently  wanted which is for us to cancel the transaction for some reason, now claiming all these outrageous things that never happened. Once the officer (a women) was able to hear both sides of the story while responding to the daughters demand to file a complaint she later told us the mother was in agreement the deal was a fair deal but was scared to take the vehicle back home for fear the daughter would make her life miserable if she did. She told the officer to just have us deliver to her home on Monday. The officer after speaking with the daughter told us she was very controlling and manipulative and despite her advice to have her mother remove the vehicle from our lot, she continued to insist  her mother leave without it.
 In an email the daughter wrote to my dealership trying to discredit our business publicly she revealed herself by saying and I quote "She should not be driving a car, but that she needs to be relocated in an assisted living facility". Perhaps the mother does not want to be placed in a nursing home at age 70? Perhaps the daughter should have not been negotiating on a vehicle for her mother the day before if that was the plan. Maybe the daughter got reprimanded by her siblings for helping her mother buy a car (if this was the family plan) and then changed her mind. We have no way of knowing how in a matter of one day such a complete reversal in decisions took place. If she  made a mistake and got called out by her family  then of course the daughter, to save face  must make us out to be the bad and evil car dealer and claim we took advantage of her 70 year old mother. Frankly I am personally disgusted by the daughters behavior which by any account and by all that witnessed the events that took place was nothing short of "crazy" to be kind. Who calls 911 while her mother is being told she can't leave her car on our lot with a personal aid sitting at her side monitoring the entire situation. Nothing short of creating drama in order to write a false narrative and build a case to get what she was demanding. 
We offered and will continue to offer to cancel the warranty to help the mother with her budget thus reducing her payments from her desired $150 per month to $128 per month which is well below her targeted budget we met. She is a very low mileage driver anyway so she would not get hurt by us doing this despite the daughter insistence to include it which we did to satisfy the daughter.
After taking the vehicle to PA for inspection we needed to perform some additional PA inspection repairs which we completed a week or so ago now. We explained this to her mother and told her once the repairs were completed we would deliver to her home. She was very excited to hear this and told our sales person she has cleaned out her garage in preparation for the vehicle to be delivered. We completed the inspection items, had the final PA inspection completed and delivered the car to her home. The sales person told me she was very happy with the car and excited to get it. 
In conclusion, I believe the daughter was attempting to do her due diligence but over stepped her boundaries with her Mom and did not represent the mothers true feelings and desire. Obviously the Mom was not upset, as the daughter stated, she wanted the car and received it gladly. It has now been a few weeks since this all happened and we have heard no further complaints or comments from anyone. 
[redacted]President-CEO Royal Automotive Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
No where on here says [redacted] motors charged me it all says royal I'm attaching where I did get charged nys inspection It all says royal did inspection   N I didn't a call on Monday like I was spost to to c what went wrong and how much I owe
Regards, [redacted]

Just purchased out 8th vehicle from Mike and Nikki. Could not be happier with the service and Mike's determination to find the truck/car we needed. Most of the leg work was done the new way of text?? Being my husband and I don't have the time to drive an hour just to research it helped us communicate and get the job done. Very pleased and will be back for our next vehicle.

This customer is over stating the events here. In addition he is either confused or misrepresenting the facts.
1) Doing and even swap for a trade one that is being purchased first of all, is a highly unusual...

transaction that we seldom do and perhaps happens maybe a couple times per year at best.
2) This customer was a PA customer which in all frankness does add to the complications in terms of PA state requirements as opposed to NYS where most of our business is transacted even though we do a good amount of business into PA.
3) The customer was not charged sales tax. He was charged the PA processing fees of $149.50. On our bill of sale we just have a general spot that covers all fees and it says NYS Inspection, and delivery charges which is our fee to process all the required paper work mandated by the states. The person who wrote up the purchase agreement placed this fee on the NYS blank spot not the licence fee line so that is why the customer assumed it was for sales tax which it was not.
4) We tell our customers they have 10 days to get the PA inspection performed. Unfortunately the paper work had to be redone due to title issues but the customer was NEVER billed $300.00 for anything he was billed $3.00.
 PA increased their fees from $6 to $9 for a transfer so our title clerk charged him the extra $3 and should not have so we will refund him the $3 because he purchased prior to the increase going into effect.
5) I understand the customer called PA DMV to check the fees and they told him $60 but they neglected to inform him that [redacted] a licensed DMV title recorder,  who processes all the PA DMV paperwork for local out of state dealers, charges a fee of $77 on top of the $60.
In closing the customer said we low balled him and robbed him (which as I mentioned above was he over stating the events and facts) is not in the least bit true. The values he is stating for our car we sold him and the one he traded are not accurate and there is no need to go into that any further. He clearly knows he had ample time to research the values before buying. An offer was put forth which both parties accepted and then we moved forward at his request to finalize the transaction. So his claims here are simply without merit. His final comments are emotional and not based in reality.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]  
[redacted]was not present when conversation about signing on my son's application and my being told that it was only needed to lower the payments on his car.    He also was not there for the Fiat 500.  I never once said that I wanted the almost $4000 add ons.  With a projected income loss of $640  per month due to an upcoming settlement I knew that my monthly income would be limited and that I could only afford a certain amount out of my monthly budget.   Hopefully this can be resolved in the near future.   Also I am not confused about this matter.

In response. I am sorry to hear these customers are still experiencing financial stress. They came to us a couple years ago in the same spot.  Their credit scores were very bad and did not qualify them for prime financing meaning their credit scores typically would have required...

substantial cash down and subject to high teens or low 20 % interest rates. They had an older high mile import with over 100,000 miles. So as we often do we find ways to assist people rebuild their credit by finding lenders willing to work with us so we can find reasonable loans and finance rates. Although they wanted a used vehicle assuming that's all they could afford we were able to get them into a brand new Chrysler 200 with 100,000 warranty so they did not have to face high payments and a used vehicle with limited warranty which meant facing potential big repair bills at some point. We secured a 10.22% rate vs a 18-20+% rate their credit scores qualified them for and traded them out of a high mile 4 year old car with no warranty left that they owed $6000-$7000 more on than it was actually worth. Even though their payment was higher than they were hoping for they got a very good deal on a new car as opposed to paying high interest on a used car with very little warranty. We told them that if they worked on improving their credit scores they could go back to any bank and refinance their loan on the new car and get a much lower rate and lower their payment. We got them a great loan so if they paid it on time and everyone else on time they could in a year or more accomplish that. From the sound of their complaint they may not have taken care of their credit issues which may have prevented them from lowering their payment. That is not anything we can control or do anything about. They have to manage their bills and loan payments in order to get cheaper financing to lower their payments. Anyone can go to a bank and refinance their car loan. There is no prepayment penalty. This is assuming people manage their finances properly. It's unfortunate that some people who have mishandled their finances or perhaps simply fall upon hard times blame their problems on those who in reality did right by them to help them jump start their road to revovery to improve their credit. Perhaps their payment is higher now than they want but at least they should have around 70-80,000 miles of warranty left on a brand new car they are not sinking money into to keep it running. I only wish they could fairly point out all the above information rather than write misleading and slanderous comments about my dealerships that are not true.  [redacted]-owner