KPMG, LLP

Ms [redacted] provided all the necessary information for Gary Lang to obtain financing for her Due to her situation we were not able to provide financing I understand that she is upset and is now trying to get the inquires removed I explained to Ms [redacted] how the credit inquires work, but she wants them removed I have reached out to Ms [redacted] with no return calls Below is an article supplied by [redacted] for her review.Copied from [redacted] :When shopping for a car, it is common for auto dealers to submit your information to multiple lenders in an effort to find the lowest interest rate and most favorable loan termsThis practice allows you to benefit from lenders competing for your businessThe same practice is used for mortgage lending[redacted] lists each inquiry that is made into your file for two years, so that you have a complete record of who has reviewed your credit historyHowever, you don’t need to worry about inquiries for auto and mortgage loans affecting your credit scores.Lenders recognize that shopping for only one car or mortgage does not mean you are trying to open multiple new accountsCredit scoring systems have been designed to account for that practice and include rules such as counting the same type of inquiry as only one inquiry as long as they are made within a short period of time.This enables you to shop for the best rates for a car or home loan without your credit scores being impacted as a result of multiple inquiries

Complaint: [redacted] I am rejecting this response because: The issue is not being addressed I was lied to and was told they were NOT going to run my credit!! In fact they are lying in this response as they did call and said that they had several approvals but not for the vehicle I wanted I emailed the GM and told him I had no desire to do business with them I received NO response I expect them to do as Jason told me they have a "system" in place that will tell the bureaus that the credit pull was not authorized Sincerely, [redacted] ***

In the case of Mr [redacted] I contacted Mr [redacted] and found out the car was in another person’s name and that Mr [redacted] was the cosigner I have refunded the customer’s finance company ( [redacted] Motor Finance) $for the purchase of the protection packageNot really sure about the pain and suffering for not having the protection package installed

I am very sorry about the situation It has come to my attention that the loan was approved and finalized with the financial institution, but the issue started when the financial institution was trying to verify the annual income that was stated on the customers application According to the lending source they attempted several time to contact the HR department at the customers current employment After finally receiving a return phone call the lending institution claimed that the income stated on the application was not accurate and decided to resend the deal due to information that was provided on the applicationOnce we found out that the bank had decided to no longer honor the approval due to the misleading information that was provided by the customer we made several attempts to contact the customer When we were finally able to reach the customer and set up appointment to come in to discuss the situation, they were not happy and felt that it was something the dealership had caused We had the customers tracleaned and detailed, changed the oil, changed the air filter and gave them 100% of their money back along with a $gas card We did not attempt to ask the customer for anything for the use of the new car they purchased and was not able to keep due to the information provided.At this point we are not going to issue any additional dollars to the customer for the misleading information provided to the lender, which caused the lender to resend it financial approval

I understand that Ms [redacted] is rejecting the outcome of this complaint, but she did apply for credit as well as provided bank statements and checks stubs to get her a loan approved I am sorry that she did not like the vehicle that she was approved for

I have called the customer and will honor the verbal agreement I left John a msg

I have read the complaint and understand that our customer is not happy with the purchase of his new vehicle I am sorry to hear that It appears we have tried to trade him out, but have been unsuccessful I will have his warranty refunded to the finance company per his request I will need him to either come by and sign a request or cancel or email me at [email protected]

Mr [redacted] ,I am sorry to hear about your experience and I show that we had your permission to run your credit and try to get a qualified loan for you, as you stated in your complaint Gary Lang Auto is not a lender and we do submit your information to lenders to provide you the best possible loan terms We have a team that work with consumers like yourself who have personal credit issues and we use different banks to help with customers in your credit situation I do see that your credit was sent to these lenders to provide your the qualified loan you were looking for and I am sorry this was a not clearly understood I pulled an article for you from [redacted] that talks about auto and mortgage inquiries and the impact it has on your score: see link below.http://www[redacted] .com/blogs/ask- [redacted] /multiple-inquiries-when-shopping-for-an-car-loan/When shopping for a car, it is common for auto dealers to submit your information to multiple lenders in an effort to find the lowest interest rate and most favorable loan termsThis practice allows you to benefit from lenders competing for your businessThe same practice is used for mortgage lending[redacted] lists each inquiry that is made into your file for two years, so that you have a complete record of who has reviewed your credit historyHowever, you don’t need to worry about inquiries for auto and mortgage loans affecting your credit scores.Lenders recognize that shopping for only one car or mortgage does not mean you are trying to open multiple new accountsCredit scoring systems have been designed to account for that practice and include rules such as counting the same type of inquiry as only one inquiry as long as they are made within a short period of time.This enables you to shop for the best rates for a car or home loan without your credit scores being impacted as a result of multiple inquiries.Thanks for asking.The “Ask [redacted] ” team

Complaint: [redacted] I am rejecting this response because: prove the fact u contacted *** Sincerely, [redacted] ***

***, I am very sorry about the time it took to process your claim. I understand that you pickup up your refund already. If tis is not the case please contact me immediately *** ***

Complaint: ***
I am rejecting this response because:My vehicle was in no shape or form vandalizedI was first told I would be able to get a new vehicle, then was told I would not be able toI received the vehicle on February 22nd 2017, On February 23rd I emailed *** *** an told him it seemed like the vehicle wasn’t picking up speedThe breaks had rust and my check engine light had come onAfter waiting a few days and no response, I started to call and leave voicemailsNever received a call backI have been having issues with the vehicle since the day I bought itI have three children and work two jobs so I can’t drive over an hour on last minutes noticeMy car hasn’t been moved since I brought it homeWhen I spoke with *** from Gary Lang I told him I could not drive the car more than a few minites without it cutting offThere is no way I will get it to Gary LangI was also told to service issues to take it to the nearest *** dealership which is what I have been doingI was never told I would have to bring it to Gary Lang to get servicedThat car has been an issue since day oneI was told the bank wanted a down payment and I would have to put a down payment towards another vehicle, then I was told the banks won’t financeWell which one is it?
Sincerely,
*** ***

I reached out the Ms*** and sent her the paperwork she requested

The only advice I can give you is to contact the place that has been doing your maintenance and find out if they put washer fluid in the radiator. This happens a lot when people use these cheap oil change places. From what you saying is that *** is telling you that its not a defect from the factory and they feel its vandalism. Is there a reason you wont contact your insurance agent about this?

In the case of Mr*** we already made a key and also offered him a detail in the spring. This was completed a couple of weeks ago. I did call today to make sure he was happy with everything

Ms*** J ***, I will have *** reach out to you to get this taken care. We will have him reach out to you to make arrangements to pick up your vehicle and install the *** factory remote as you were promised. You will be hearing from him soon

***, You picked up the check for the correct amount. There are no additional dollars being sent. The refund issued follows all the state and federal refund laws. I am not sure who you talked to about your refund and how its calcula***, but they are wrong on the amount. You purchased the warranty on May 9, and was cancelled August 31, 2016. The term used is not year, but months and the miles when you purchased was 79,and 99,miles when you cancelled, which is about 20,miles of usage. There was a $cancellation fee. You paid $1,for the policy. it was a year 42,mile policy. You used 20,miles of the 42,miles. That's just shy of half the miles. Not sure who you talked to, but please give them the fact of the cancellation policy so that they can explain it correctly. The policy was cancelled based on the terms of the policy. I would like to know what dealer gave you the information.*** ***815-***

Me***, I am sorry for this and I will see that my staff gets this completed

MrsAngela M ***, I have read your complaint and would like to schedule some time to meet with you to discuss and try to come to some conclusion. Our goal is to have a satisfied customer and I will do my best to meet or exceed your expectations

Complaint: [redacted]
I am rejecting this response because:
Mike – It is disappointing that it seems that you have abandoned our original discussions from last week and that you are focusing solely now on the diminished value of the vehicle.  If that is the current focus, lets discuss this further:  First, the fact that the vehicle doesn’t have a branded title does not make our complaint unwarranted or insignificant.  In my experience a the fact that a vehicle doesn’t have branded title simply indicates that the vehicle has not been damaged enough to write off the vehicle, and that’s about it.  If you can provide documentation stating a clearer definition I’d certainly be happy to expand my knowledge. Second, you’re statement that the diminished value is not as extreme as I thought it was is a highly subjective opinion.  Remember that it was your dealership constantly sending me text messages and calling me in order to come in and trade my vehicle that started this whole sequence of events that we’re now in the middle of.  Once your salesman learned that the vehicle had been in an accident via the [redacted], he immediately changed his stance on his willingness to take this vehicle in as a trade.  To me that speaks louder than anything about the value of the vehicle.  Furthermore, it is clear that the repairs done to the vehicle exceed the dollar amount required by the State of Illinois to require a dealership to disclose such information.  It would make sense that if the State of Illinois deems damage in excess of a certain percentage of the vehicles MSRP, that damages above that amount would have a significant impact on the value of the vehicle. While diminished value is certainly a concern of ours, it is not the only one.  I was very clear about this in both my initial claim through the Revdex.com as well as my original discussions with your dealership when everything first took place in September.  Our other major issue with this whole event is that the sales agreement I signed was for a new undamaged vehicle.  All of the sales paperwork indicates that the vehicle was new, and there was no disclosure of any damage.  Had there been disclosure we obviously would not have made the purchase.  Honestly, we probably would have purchased the car we actually test drove which was identical to the car we actually bought.  The dealership would have still made a sale, and we’d have been happy customers.  At the end of the day Gary Lang Auto Group did not deliver the product as promised, and we did not receive the product we paid (and are still paying) for.  It seemed that when we spoke on February 12th that you were willing to make an earnest effort to make things right and “make sure your customers were happy”.  However, although you started last week offering to replace the car with a new equivalent and keep us at the same monthly payment for the remaining term of our existing loan (even up to the point of sending us a VIN number for a possible replacement later in the week) that sometime between last Thursday the 15th and Wednesday the 21st that there has been a change of heart.  I can only assume that this change is driven by the fact that Gary Lang Auto Group may end up out-of-pocket some money to make this right. While I am certainly willing to look at an actual submitted offer to cover depreciated value, I obviously do not feel that narrowing this down to one issue will be an acceptable resolution on my part.  I have been optimistic about your willingness to replace the vehicle and provide what I truly purchased, and I remain so.
Sincerely,
Angela [redacted]

I am very sorry about the situation.  It has come to my attention that the loan was approved and finalized with the financial institution, but the issue started when the financial institution was trying to verify the annual income that was stated on the...

customers application.  According to the lending source they attempted several time to contact the HR department at the customers current employment.  After finally receiving a return phone call the lending institution claimed that the income stated on the application was not accurate and decided to resend the deal due to false information that was provided on the application. Once we found out that the bank had decided to no longer honor the approval due to the misleading information that was provided by the customer we made several attempts to contact the customer.  When we were finally able to reach the customer and set up appointment to come in to discuss the situation, they were not happy and felt that it was something the dealership had caused.  We had the customers trade-in cleaned and detailed, changed the oil, changed the air filter and gave them 100% of their money back along with a $25 gas card.  We did not attempt to ask the customer for anything for the use of the new car they purchased and was not able to keep due to the false information provided.At this point we are not going to issue any additional dollars to the customer for the misleading information provided to the lender, which caused the lender to resend it financial approval.