Liberty Buick

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Although I appreciate the gesture to meet it appears [redacted] is still making excuses and doesn't address my complaint! One suggestion might be for him to produce the credit bureau data which showed a fico score in the low 500'sI have the actual letter which was mailed to me showing my credit score in the 600's! [redacted] said my [redacted] offer was invalid since score in low 500's! Nobody from Liberty Buick discussed rated with me! Please ask liberty Buick to address each issue in my complaintI prefer to handle this matter through the BBC as this dealership has been dishonest.Sincerely, [redacted] Please note I previously tried contacting [redacted] but this phone has no options to leave a message! Regards, [redacted]

I am so sorry to hear about your recent experience Here at Liberty Buick we strive to to keep everybody 100% satisfied Please understand when using a bank preapproval there are many stipulations this can change the rate, term and cash downThe Dealer and customer must follow these programs that are availabe through the bank When we pull from a credit bureau there are two scores given and there is more then one credit bureau Credit scores can also change on a regular basis I would like to hear more about the way the pricing was doneCould you please contact me at ###-###-#### I would like to set up a meeting in person which we have not done yetI want to go over the situation and try to resolve this for you We try to help and make all of our customers very happy and very satisfiedThank you [redacted] ***General Sales Manager

When we check customers credit under the credit act we have the customer sign a credit report document showing thier score and acknowledging we have shown them thier score also it acknowledges that we did indeed have permission to check credit, this will protect the company from any future incidentsAs fas as a credit score being sent in the mail Im not sure what that may be? I do have a credit document showing that Ms*** score on June 2014 was a score which Ms *** did sign acknowledging this. Im sorry she feels I am making excuses but I can only go by what she acknowledged and signed. The interest rate was disclosed several times before her final signing because we had to go a different directionThe *** *** preapproval has guidelines connected to approval, the situation did not support the guidelines ( money down, year, make, how much being financed total, how many months) there are alot of factors in dealing with a preapprovalMs *** was disclosed everything throughout the purchasing process and was very pleased when purchasing the car at that time. I cannot give Ms*** her money back but I can trade for the vehicle and be more then fair with her, I am willing to do thatThank you, *** ***

I am so sorry to hear about your recent experience.  Here at Liberty Buick we strive to to keep everybody 100% satisfied.  Please understand when using a bank preapproval there are many stipulations this can change the rate, term and cash down. The Dealer and customer must...

follow these programs that are availabe through the bank.  When we pull from a credit bureau there are two scores given and there is more then one credit bureau.  Credit scores can also change on a regular basis.  I would like to hear more about the way the pricing was done. Could you please contact me at ###-###-####.  I would like to set up a meeting in person which we have not done yet. I want to go over the situation and try to resolve this for you.  We try to help and make all of our customers very happy and very satisfied. Thank you [redacted]General Sales Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although I appreciate the gesture to meet it appears [redacted] is still making excuses and doesn't address my complaint! One suggestion might be for him to produce the credit bureau data which showed a fico score in the low 500's. I have the actual letter which was mailed to me showing my credit score in the 600's! [redacted] said my [redacted] offer was invalid since score in low 500's! Nobody from Liberty Buick discussed rated with me! Please ask liberty Buick to address each issue in my complaint. I prefer to handle this matter through the BBC as this dealership has been dishonest.Sincerely,[redacted] Please note I previously tried contacting [redacted] but this phone has no options to leave a message!
Regards,
[redacted]

Mr. [redacted] engaged in an auto transaction with us on 9/23/13 and took delivery of the vehicle on that same day.  He was informed it was subject to final bank approval...

and signed the necessary documentation, that along with receiving the appropriate customer copies.  After multiple attempts and several days going by, he finally provided the documentation the lender was requesting for final approval.  The documentation he provided was in the form of bank statements, which unfortunately were irregular and didn't sufficiently show the income he had represented on his credit application.  As a result, the lender would no longer approve the loan.  We in turn re-worked his transaction with other lenders based upon the documentation we were provided and had a couple of options for him.  He refused to hear consider any viable alternatives and ignored multiple attempts at contact from various members of my sales and finance department. 
 
On 10/24/13, I personally called him from my cell phone (a non-dealership number) and he answered.  He was very belligerent and basically said it was his car, it was our problem that his contract was not approved.  I informed him we in fact did have an approval based on the documentation he finally provided, invited him in to go over the alternative terms and if they were acceptable to him, everything would be good to go and if they weren't acceptable I would understand and we would unwind his transaction.
 
He specifically said he didn't care and would not come into dealership period!  Based upon his tone and his unwillingness to communicate with us through the month and his refusal to come in, I was left with no choice but to recover our vehicle by means of a licensed recovery agent.  We used [redacted]  [redacted]  [redacted].  
 
He did put a down payment in the amount of $750 and while it is unusual for us to unwind a transaction, if we do, we normally return all or part of a down payment depending on the circumstances.  In his circumstance, it was pretty extreme, meaning we had to actually send out a recovery agent.  In any event, when we calculated the expenses involved, they surpassed the $750 we had on the contract. 
 
The expense breakdown is as follows:
$395 recovery fee.
$230 svc re-con and detail.
which left a balance of $125 applied to a months worth of usage which would be far less than even a modest $20 per day rental charge or the $300 monthly auto payment he originally agreed to. 
 
As far as the alleged damage to a motorcycle 4 months ago we are unable to comment.  We did not re-possess the vehicle, [redacted] did.  Mr. [redacted] did not inform us or anyone else of his issues prior to this communication.  
 
I hope this clears this matter up, if you need any further information, feel free to contact me directly.
 
 

Liberty GMC
GSM

When we check customers credit under the credit act we have the customer sign a credit report document showing thier score and acknowledging we have shown them thier score also it acknowledges that we did indeed have permission to check credit, this will protect the company from any future incidents. As fas as a credit score being sent in the mail Im not sure what that may be? I do have a credit document showing that Ms. [redacted] score on June 15 2014 was a 553 score which Ms [redacted] did sign acknowledging this.  Im sorry she feels I am making excuses but I can only go by what she acknowledged and signed.  The interest rate was disclosed several times before her final signing because we had to go a different direction. The [redacted] preapproval has guidelines connected to approval, the situation did not support the guidelines ( money down, year, make, how much being financed total, how many months) there are alot of factors in dealing with a preapproval. Ms [redacted] was disclosed everything throughout the purchasing process and was very pleased when purchasing the car at that time.  I cannot give Ms. [redacted] her money back but I can trade for the vehicle and be more then fair with her, I am willing to do that. Thank you, [redacted]

Dear Specialist, I have reviewed the complaint from [redacted] and I assume her husband [redacted]. I am including a copy of the customers’ signed credit application. First, I would like to apologize for the negative action letters received by the [redacted]s. We 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 letter. We should have manually deleted this letter from going out since the [redacted]s paid for the vehicle with a cashier’s check. We 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 car. We utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted above. We used this system to check to see that the [redacted]s were not listed on the list from OFAC of people we are not allowed to do business with. We also used it to be certain that the customers were who they represented themselves as. This 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 as. This protects our customers from having their identity stolen as well as protecting us from having vehicles stolen. I’m sorry that our manager was not familiar with the“Patriot Act” and quoted it. However, 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 credit. We do however apologize for any grief caused by unnecessarily receiving a negative action letter. Hopefully, this helps to explain the situation a little bit more clearly. Regards, Barry L[redacted] CFO

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response from the Liberty, states "We do not contact him"... My request was please do not contact me by phone.

At the time I spoke with Liberty, I  explained that I understood I should have inspected the car better. But after finding out that the dash mat was purchased and placed in the car by Liberty to cover up the damage to the dashboard and not disclosed to me at the point of sale is the issue!

Liberty states, that "we can twist words" I am appalled by this statement, no words were twisted, only facts have been presented. 

Liberty states, "We do not appreciate being threatened" Who threatened them? Again, I only simply stated a fact. If my complaint and dissatisfaction for how they have handled this business does not get resolved, I would voice my complaint by every means possible.

Liberty also states, " We believe Liberty Buick’s reputation as a dealership and business is not going to be held hostage by individuals whose intent is to clearly use the internet as leverage and not as an honest forum."  

I am a Vice President of Customer Service for a multi million dollar organization, I have over 70,000 clients. We take pride in providing world class Customer Service. No matter our clients situation, we find a resolution!!  It is apparent that Liberty does not share this same philosophy. So all I want to do is make my message clear to as many people that I can reach.... Be careful before ma**ng a decision to do business with Liberty Buick!

The said part of this, is all Liberty Buick would have had to do is find common ground to make me. "The Customer" satisfied!

At this point, please do not respond to me or the Revdex.com. If Liberty attempts to respond to the Revdex.com with anything but an apology, I will continue to respond unfavorably to them, so my word is seen by their potential future clients.

I am disgusted at their horrible level of service. Liberty Buick in my opinion is only securing the reputation of car sales has become!! Yes, my response seems angry, that is because I am, angry, disgusted, applaud, so the next month Liberty Buick misses there sales quota, I hope they think, "I wonder if [redacted] was able to convince that 1 person not to buy a car form us?"

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Although I appreciate the gesture to meet it appears [redacted] is still making excuses and doesn't address my complaint! One suggestion might be for him to produce the credit bureau data which showed a fico score in the low 500's. I have the actual letter which was mailed to me showing my credit score in the 600's! [redacted] said my [redacted] offer was invalid since score in low 500's! Nobody from Liberty Buick discussed rated with me! Please ask liberty Buick to address each issue in my complaint. I prefer to handle this matter through the BBC as this dealership has been dishonest.
Sincerely,
[redacted] 
Please note I previously tried contacting [redacted] but this phone has no options to leave a message!

Regards,

Dear Revdex.com;
This response upsets me even more because once again Liberty Buick is lying. Tim found the car, secured the cashiers check and the purchase was all completed on the same day. So the excuse they submitted in this response is a lie. There was no reason to run my credit. The 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 have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Why lie about your response? You state in your response on 2/18 that you will order me a disc and have   

"I went ahead and ordered you a navigation disc and it will be shipped directly to your address on file. You should be receiving it within the next couple of days. I encourage you to notify me if it has not arrived by the end of next week." I spoke to [redacted] on 2/17 and he said he had the disc and he would send it via fed ex to me on Tuesday. I gave him my business address to send it to. It came delivered by Fed ex on Wednesday as discussed. So why would you write a lie to the Revdex.com about how you resolved my complaint?  It  reinforces my dissatisfaction about the dishonesty of selling me a cracked vehicle with a cracked dashboard and covering it up with a dash mat and not disclosing the crack during the sale of the vehicle. So at minimum, to resolve my complaint, you need to replace my dash and offer me a similar vehicle to drive during this repair. 

If this is not the resolution to my complaint, then I am sure there are other organizations that would like to hear about my experience dealing with Liberty Buick,  like the rip off report dot com - consumer affairs - the AG office - Edmunds review  - yelp - to name a few.

Please do not contact me via phone, I am not interested in anything you have to say, other than scheduling an appointment to replace the dash

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The response from the Liberty, states "We do not contact him"... My request was please do not contact me by phone.

At the time I spoke with Liberty, I  explained that I understood I should have inspected the car better. But after finding out that the dash mat was purchased and placed in the car by Liberty to cover up the damage to the dashboard and not disclosed to me at the point of sale is the issue!

Liberty states, that "we can twist words" I am appalled by this statement, no words were twisted, only facts have been presented. 

Liberty states, "We do not appreciate being threatened" Who threatened them? Again, I only simply stated a fact. If my complaint and dissatisfaction for how they have handled this business does not get resolved, I would voice my complaint by every means possible.

Liberty also states, " We believe Liberty Buick’s reputation as a dealership and business is not going to be held hostage by individuals whose intent is to clearly use the internet as leverage and not as an honest forum."  

I am a Vice President of Customer Service for a multi million dollar organization, I have over 70,000 clients. We take pride in providing world class Customer Service. No matter our clients situation, we find a resolution!!  It is apparent that Liberty does not share this same philosophy. So all I want to do is make my message clear to as many people that I can reach.... Be careful before ma**ng a decision to do business with Liberty Buick!

The said part of this, is all Liberty Buick would have had to do is find common ground to make me. "The Customer" satisfied!

At this point, please do not respond to me or the Revdex.com. If Liberty attempts to respond to the Revdex.com with anything but an apology, I will continue to respond unfavorably to them, so my word is seen by their potential future clients.

I am disgusted at their horrible level of service. Liberty Buick in my opinion is only securing the reputation of car sales has become!! Yes, my response seems angry, that is because I am, angry, disgusted, applaud, so the next month Liberty Buick misses there sales quota, I hope they think, "I wonder if [redacted] was able to convince that 1 person not to buy a car form us?"

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Why lie about your response? You state in your response on 2/18 that you will order me a disc and have   

"I went ahead and ordered you a navigation disc and it will be shipped directly to your address on file. You should be receiving it within the next couple of days. I encourage you to notify me if it has not arrived by the end of next week." I spoke to [redacted] on 2/17 and he said he had the disc and he would send it via fed ex to me on Tuesday. I gave him my business address to send it to. It came delivered by Fed ex on Wednesday as discussed. So why would you write a lie to the Revdex.com about how you resolved my complaint?  It  reinforces my dissatisfaction about the dishonesty of selling me a cracked vehicle with a cracked dashboard and covering it up with a dash mat and not disclosing the crack during the sale of the vehicle. So at minimum, to resolve my complaint, you need to replace my dash and offer me a similar vehicle to drive during this repair. 

If this is not the resolution to my complaint, then I am sure there are other organizations that would like to hear about my experience dealing with Liberty Buick,  like the rip off report dot com - consumer affairs - the AG office - Edmunds review  - yelp - to name a few.

Please do not contact me via phone, I am not interested in anything you have to say, other than scheduling an appointment to replace the dash

Regards,

Dear Specialist, I have reviewed the complaint from [redacted] and I assume her husband [redacted]. I am including a copy of the customers’ signed credit application. First, I would like to apologize for the negative action letters received by the [redacted]s. We 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 letter. We should have manually deleted this letter from going out since the [redacted]s paid for the vehicle with a cashier’s check. We 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 car. We utilize our credit reporting system to achieve compliance with several laws and we have comply with others such as the FCCRA noted above. We used this system to check to see that the [redacted]s were not listed on the list from OFAC of people we are not allowed to do business with. We also used it to be certain that the customers were who they represented themselves as. This 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 as. This protects our customers from having their identity stolen as well as protecting us from having vehicles stolen. I’m sorry that our manager was not familiar with the“Patriot Act” and quoted it. However, 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 credit. We do however apologize for any grief caused by unnecessarily receiving a negative action letter. Hopefully, this helps to explain the situation a little bit more clearly. Regards, Barry L[redacted] CFO

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I am [redacted] the General Sales Manager here at Liberty Buick. I was not aware of this situation until I recieved the complaint in my email yesterday.  I did speak to Mrs. [redacted] yesterday and I had the paperwork personally delivered to her house.  I am very sorry for any...

inconvenience this may have caused. I did speak with Mrs [redacted] today and she is now happy,  she also spoke very highly of [redacted] her salesperson. Thank you again, [redacted]

I am so sorry to hear about your recent experience.  Here at Liberty Buick we strive to to keep everybody 100% satisfied.  Please understand when using a bank preapproval there are many stipulations this can change the rate, term and cash down. The Dealer and customer must...

follow these programs that are availabe through the bank.  When we pull from a credit bureau there are two scores given and there is more then one credit bureau.  Credit scores can also change on a regular basis.  I would like to hear more about the way the pricing was done. Could you please contact me at ###-###-####.  I would like to set up a meeting in person which we have not done yet. I want to go over the situation and try to resolve this for you.  We try to help and make all of our customers very happy and very satisfied. Thank you [redacted]General Sales Manager

Dear Mr. [redacted],

 

First of all, I would like to apologize for the inconvience.  I'm glad we were able to resolve this issue today over the phone.  I was not aware of the situation until I had seen your email.  I went ahead and ordered you a...

navigation disc and it will be shipped directly to your address on file. You should be recieving it within the next couple of days. I encourage you to notify me if it has not arrived by the end of next week.  Here at Liberty Buick we strive for 100% customer satisfaction with each and every person.  If you need anything in the future, please do not hesitate to contact me directly via email or by telephone.  Once again, I apologize for any delay and we thank you for both your understanding and your business. 

With regards,

General Sales Manager

Liberty Buick

We have reviewed the transaction and it appears that we did our paperwork and issued a temporary permit on May 19th. However, the receipt for the check was issued on May 20th. This 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 signed. We sell hundreds of vehicles every month and I trust that the customer's recollection of events is more accurate than our employees. If 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 complaint. Hopefully this makes the [redacted]s happy with their vehicle and their transaction. This should have little or no effect on their credit scores.Sincerely,Barry L[redacted]CFOLiberty Automotive Group