I am very sorry that that happened, I will look into this and by all means we can cancel the warranty and refund your money, I will call you today once I have all the facts and I will make it right.[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. However calling is not something I can do. I am hearing impaired and I do not have a phone that is compatible with my hearing aids so email or mail is the only means I can do this with,.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/08/31) */
Mr. [redacted] is all good we took care of his problem
Initial Consumer Rebuttal /* (2000, 11, 2015/08/31) */
This issue was resolved on August 26, 2015.
After I submitted the complaint I drove to the dealership to talk to the Finance Manager...
[redacted] After I arrived Mr. [redacted] introduced me to the General Manager [redacted]. Mr. [redacted] explained what had happened and offered to cut a check for the amount in question that I could deposit directly to [redacted]
I wish I had waited to submit my complaint until after I visited the Dealership.
Initial Business Response /* (1000, 5, 2015/06/10) */
I have been working with [redacted] for a little over a week and he is ok with my offers.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I will agree...
that I have been working with [redacted] for the past week. However, the offers changed drastically from what I was told on 6/9 to what I was called and told yesterday 6/10. After initially being called from [redacted] he sounded very sympathetic to the issue. I explained to him again what had happened and he told me he would see what he could do to make us happy since I have been a customer of his for years. At that time I explained to him that my credit had taken a hit since I had recently been trying at numerous car dealerships to get into something else. I was told no problem he would find something that we wanted and be able to get us into it. Well, we got the call on Tuesday 6/9. I called my wife and explained to her the options we were given. So as soon as she got home we went to the dealership since I was lead to believe everything was taken care of all we had to do was sign the paperwork and home we would go. Not the case. We get there and speak briefly with [redacted] who was very nice to us. He gave the keys to the vehicle that was one of the chosen ones to the sales guy. We looked at it and took it for a test drive and loved it. It was perfect and exactly what we wanted. We get back to the dealership only to be put in the salesman's office and to go through the whole process again. Which is fine. I get you still have to follow your protocol, but don't lead me to believe everything was done. That all we needed to do was pick a car.
After waiting around without getting anything told to me as to what was going on the sales guy comes back over and tells me they more time. Nothing more was explained to me. So we left. I had my wife call [redacted] to find out what the issue was and he explained that you needed to run the numbers and see what the rate would be. Ok fine. Still confused since my credit was run with you a week prior and you mentioned it to me why it had to be run again. Anyways, when I get the call yesterday everything changed. I was told instead of $1,000 down that it would be more like 4 or 5K. The payments went from $550/ month to over $900, but thats not that part I'm having an issue with the most right now. The thing I had a hard time with yesterday was I told you our credit took a hit. It wasn't hidden, but instead of just saying your credit is bad we can't get you financed, you decided to go into a detailed discussion of my credit profile. Basically, from that conversation I took it as you are a loser and I'm not working with you. Then you tell me that noone will finance 120% of a loan when I was specifically told by you that there would be SOME to carry over and that you would be eating the majority of it. Glad that was a lie. Not only that, but then you proceeded to come at me saying I chose this. Did I really choose to put myself into a car that had a broken axle and was recalled by GM? Yes I chose the car and we liked the Cruze, but I didn't choose to have a fractured axle and you guys were the ones who called ME giving me the option of waiting 2+ months to get my car fixed or you would buy it back free and clear and get us into something else (which my ONLY two options were the Van or a smokers paradise Ford escape). Not much of a choice there, but I also didn't want to run the risk of my car not getting completely fixed and it happening again. So for you to tell me that I chose this was completely out of line! I have never been so disrespected in my entire life and that comment did it. At this point I know nothing is going to change. All along I believe this was just some tactic to get my to remove my complaint, but now it stays especially after the lies told to me and the comments made to me yesterday. Sorry, but I would have been ok with everything if I basically wasn't told that it was all my fault and that I chose this. I was completely honest with you from the beginning. All I wanted was a little bit of honesty too.
Final Consumer Response /* (4200, 20, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] obviously did not read my last response to him. I clearly asked why the option to buy the van back from us "to make things right" was never offered to us? I don't believe in my last response I mentioned anything about getting approved for a new car or even trading it in. You claimed at the beginning you wanted to make things right for a customer who has been coming to your dealership quite a few times, but now it has come down to wanting to argue and dig your heels in instead of fixing the issue. The right answer is not always to put someone into something new just because that is your business. If you truly wanted to make it right you would have already bought the van back from us. Yes, the complaint was about the transmission, but there was a lot more wrong with it that I had spoken with you about over the phone.
At the beginning when the complaint was filed my resolution was to either be put into something new (which we all know cannot happen at the moment) or to buy the van back. All I want to know is why that option has never been offered.
Final Business Response /* (4000, 22, 2015/08/26) */
I am happy to buy the [redacted] back for over fair market value. Per [redacted] it is worth about 15500 and [redacted] is about 14500 so with that said I would do 17000 for the Van. The reason I have not offered you that option is because you owe around 22000 and I didn't think you wanted to come up with the difference, if you do than we can do it. Looking back you put 4100 negative equity on the Van when you traded the [redacted] I might add you were not forced into anything we would have given you a loaner car until we could fix the [redacted] You didn't want to do that so you bought the [redacted]. So if you want us to purchase the [redacted] for the 17000 let me know, I just need to be able to get a clear title.
Initial Business Response /* (1000, 5, 2015/10/27) */
I talked to Mr*** and felt he was right so I refunded his
I am very sorry that that happened, I will look into this and by all means we can cancel the warranty and refund your money, I will call you today once I have all the facts and I will make it right.[redacted]
Mr. [redacted] and I have talked and this matter is resolved between us.
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. However calling is not something I can do. I am hearing impaired and I do not have a phone that is compatible with my hearing aids so email or mail is the only means I can do this with,.
Sincerely,
[redacted]
Initial Business Response /* (1000, 9, 2015/08/31) */
Mr. [redacted] is all good we took care of his problem
Initial Consumer Rebuttal /* (2000, 11, 2015/08/31) */
This issue was resolved on August 26, 2015.
After I submitted the complaint I drove to the dealership to talk to the Finance Manager...
[redacted] After I arrived Mr. [redacted] introduced me to the General Manager [redacted]. Mr. [redacted] explained what had happened and offered to cut a check for the amount in question that I could deposit directly to [redacted]
I wish I had waited to submit my complaint until after I visited the Dealership.
Initial Business Response /* (1000, 5, 2015/06/10) */
I have been working with [redacted] for a little over a week and he is ok with my offers.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Yes, I will agree...
that I have been working with [redacted] for the past week. However, the offers changed drastically from what I was told on 6/9 to what I was called and told yesterday 6/10. After initially being called from [redacted] he sounded very sympathetic to the issue. I explained to him again what had happened and he told me he would see what he could do to make us happy since I have been a customer of his for years. At that time I explained to him that my credit had taken a hit since I had recently been trying at numerous car dealerships to get into something else. I was told no problem he would find something that we wanted and be able to get us into it. Well, we got the call on Tuesday 6/9. I called my wife and explained to her the options we were given. So as soon as she got home we went to the dealership since I was lead to believe everything was taken care of all we had to do was sign the paperwork and home we would go. Not the case. We get there and speak briefly with [redacted] who was very nice to us. He gave the keys to the vehicle that was one of the chosen ones to the sales guy. We looked at it and took it for a test drive and loved it. It was perfect and exactly what we wanted. We get back to the dealership only to be put in the salesman's office and to go through the whole process again. Which is fine. I get you still have to follow your protocol, but don't lead me to believe everything was done. That all we needed to do was pick a car.
After waiting around without getting anything told to me as to what was going on the sales guy comes back over and tells me they more time. Nothing more was explained to me. So we left. I had my wife call [redacted] to find out what the issue was and he explained that you needed to run the numbers and see what the rate would be. Ok fine. Still confused since my credit was run with you a week prior and you mentioned it to me why it had to be run again. Anyways, when I get the call yesterday everything changed. I was told instead of $1,000 down that it would be more like 4 or 5K. The payments went from $550/ month to over $900, but thats not that part I'm having an issue with the most right now. The thing I had a hard time with yesterday was I told you our credit took a hit. It wasn't hidden, but instead of just saying your credit is bad we can't get you financed, you decided to go into a detailed discussion of my credit profile. Basically, from that conversation I took it as you are a loser and I'm not working with you. Then you tell me that noone will finance 120% of a loan when I was specifically told by you that there would be SOME to carry over and that you would be eating the majority of it. Glad that was a lie. Not only that, but then you proceeded to come at me saying I chose this. Did I really choose to put myself into a car that had a broken axle and was recalled by GM? Yes I chose the car and we liked the Cruze, but I didn't choose to have a fractured axle and you guys were the ones who called ME giving me the option of waiting 2+ months to get my car fixed or you would buy it back free and clear and get us into something else (which my ONLY two options were the Van or a smokers paradise Ford escape). Not much of a choice there, but I also didn't want to run the risk of my car not getting completely fixed and it happening again. So for you to tell me that I chose this was completely out of line! I have never been so disrespected in my entire life and that comment did it. At this point I know nothing is going to change. All along I believe this was just some tactic to get my to remove my complaint, but now it stays especially after the lies told to me and the comments made to me yesterday. Sorry, but I would have been ok with everything if I basically wasn't told that it was all my fault and that I chose this. I was completely honest with you from the beginning. All I wanted was a little bit of honesty too.
Final Consumer Response /* (4200, 20, 2015/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] obviously did not read my last response to him. I clearly asked why the option to buy the van back from us "to make things right" was never offered to us? I don't believe in my last response I mentioned anything about getting approved for a new car or even trading it in. You claimed at the beginning you wanted to make things right for a customer who has been coming to your dealership quite a few times, but now it has come down to wanting to argue and dig your heels in instead of fixing the issue. The right answer is not always to put someone into something new just because that is your business. If you truly wanted to make it right you would have already bought the van back from us. Yes, the complaint was about the transmission, but there was a lot more wrong with it that I had spoken with you about over the phone.
At the beginning when the complaint was filed my resolution was to either be put into something new (which we all know cannot happen at the moment) or to buy the van back. All I want to know is why that option has never been offered.
Final Business Response /* (4000, 22, 2015/08/26) */
I am happy to buy the [redacted] back for over fair market value. Per [redacted] it is worth about 15500 and [redacted] is about 14500 so with that said I would do 17000 for the Van. The reason I have not offered you that option is because you owe around 22000 and I didn't think you wanted to come up with the difference, if you do than we can do it. Looking back you put 4100 negative equity on the Van when you traded the [redacted] I might add you were not forced into anything we would have given you a loaner car until we could fix the [redacted] You didn't want to do that so you bought the [redacted]. So if you want us to purchase the [redacted] for the 17000 let me know, I just need to be able to get a clear title.