Low Book Sales & Leasing, Inc.

I apologize for the confusion and misunderstandingSo the vehicle you purchased, as we have stated is an “As Is” vehicle that we don’t do repairs on and it hasn’t been through our shop to see if it does have anything wrong with itThis has been stated to you before you purchased itAnother
customer has test drove this vehicle the other day and took it to their mechanic, and their mechanic said that the check engine light was on because of the osensorsThis has been told to you by your salesmanThis was not a diagnosis of the vehicle through Low Book SalesWhen you purchase an “As Is” vehicle, if you find anything wrong with it, the repairs are the customer’s responsibility You also signed a paper stating that the vehicle has not been through our shop and you are purchasing this vehicle at your own riskHowever, we do not delight in our customer’s misfortunes and want you to be satisfied with your purchase We have offered to tow and diagnose your vehicle for freeIf your vehicle can be brought to our shop, we can see what is actually going on with your vehicleAnd I would also talk with the manager of the store to see if they may be able to work things out with you:)

Yes we'll do that for you :) I'll have our accounting department get it ready for you at our Lindon storeThey close at 5pm, and they should have it ready for you today or within the next day or two, but they'll give you a call when the check is ready for you :)

As we have previously responded, Low Book Sales purchased this car under the pretense that the vehicle had never been in an accidentThere are zero records to show that it hadOur liability lies in our day certification from purchase date and getting the vehicle to pass safety and emissionsWe has zero knowledge of any damage to this car previous to our purchasing the vehicleAlso as stated before, ourselves along with most dealerships nation wide have Carfax and Autocheck as sources for title and/or accident problems with the vehicleThis car had a clean title with accidents reported

Complaint: ***
I am rejecting this response because: I just received an estimate from a reputable body shop I had to pay $just for them to pull the bumper and examine the damage There are $4,(apart from the money I paid) in damages to the car Someone wrecked the car and literally glued it back together in order to hide it I have pictures of this if you would like to see them The salesman at the dealership guaranteed to me multiple times (and I have a witness), "We don't sell wrecked cars This car has never been in an accident." Obviously not If you expect good word of mouth advertising or the slightest possibility of ever having repeat business, this is not how you treat customers who have spent over $25,at your dealership. Apart from the damages to the car, nearly every aspect of the purchase of this car was handled poorly When I was figuring out how the car was going to be financed, I specifically mentioned that I would not go through either Wells Fargo or Chase I was called into a financing office (Austin's) and all of the loan paperwork was written up with Wells Fargo Dealer Services I needed a car, and had to take it I had told them to tell me if it would be through one of those two banks asap so I could try to get the loan through my credit union before it closed The time it took to write up a loan with a bank I refuse to do business with ensured that my credit union had closed by the time I was told to sign on the dotted line Your dealership has a policy that guarantees that I can get a different loan within days if I find a lower rate Within days I returned with a lower rate from my credit union, had Austin rewrite the contact, and brought in a check from my credit union at the end of that day He guaranteed that the loan would not fund through Wells Fargo, but this was not the case Wells Fargo funded the loan, and informed me that a payment would be due at the end of February Austin and your GM (Anthony) ensured me that this was impossible, and said that the loan had been unwound I contacted Wells Fargo Dealer Services, and they told me that they had never been in contact with the dealership about unwinding the loan As recently as last week, Wells Fargo was sending me statements still asking for payments on a car that my credit union had already paid for The only thing Austin did was put a note on the loan (after it funded) indicating that the loan should not be funded Dealer Services told me that no one would have seen the note, and had I not done the legwork that your dealership should have done, my credit would have been damaged and I would have been responsible to pay the additional loan (on a car that had been paid for already) until it was properly unwound. The car was also dirty when it was given to me on the day I bought it I literally had to ask them to clean the finger drawings off of the inside of the windshield after I had already waited over a half of an hour so that they could 'detail' itThe way I see it, the way your dealership operates is the definition of incompetent and deceitful In my previous rejection to your response on the Revdex.com website, I asked for legitimate information on the condition of the car All that I received is hearsay and more mentioning of Carfax and Autochecknot actual documentation from whom your dealership purchased the car from Does Audi not perform end of lease inspections? Regardless, I am in talks with legal counsel I was attempting to allow your business to make this right without wasting any more of both parties' time I guess I'll have to explore my options along those lines because customer service, honesty, and decency are not concerns of yours
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear Revdex.com,I talked with *** *** today (Nov 27, 2015) and listened to his concerns about the contract and how the Down Payment was applied on the "Contract of Sale" He was under the understanding that we could reduce the cost of the vehicle by the amount of the down payment that he made
I explained that the "Contract of Sale" is a form that is governed by the State of Utah DMV and that we have to list the "Sales Price" as the actual sales price and have to show the down payment separately This is necessary to properly report Sales Taxes to the State of Utah and it is also a required by the lending institution that provided Mr*** the financing for the purchase.Mr*** was grateful for the call and understands the need for the contracts to read the way they were originally prepared.If there are any further questions, I can be reached at ###-###-####.Thanks,ChasFCFOLow Book Sales

Complaint: ***
I am rejecting this response because: I am not a mechanic, nor did I take apart the car You do not have to take a car apart to see whether or not there is damageSecondly, if your inspection of the car only relates to safety and emissions, how can your dealership make adamant claims that the car has never been in a wreck? How can your business call a car 'Certified' if all you did to inspect the car were the inspections required by the state (not to mention that in your showroom your salesmen claim that your business performs more thorough inspections than safety and emissions)? It sounds like you have no apprehension in making claims about the products you sellYou also neglected to mention that your day warranty only applies to the drivetrain - not significant body damage Rest assured that I would have returned the car within the day warranty period had it applied to my situationYour mention of the warranty is moot and does not apply to this complaintFurthermore, your dealership didn't even get me the license plates I had asked for From beginning to end, your dealership has literally botched every aspect of my purchase The loan was funded by a bank that I explicitly told your salesperson (Evan B***) I would not do business with When I came in with a check from my credit union, your financing representative (Austin) did nothing to unwind the loan with Wells Fargo, yet claimed to do so Had I not contacted Wells Fargo on numerous occasions I would have $30K in debt (not to mention credit issues) for a car my credit union had already paid for I was given a filthy car when it was allegedly detailed The dealership didn't even get me the license plates I specifically asked for I just had the oil changed today, and found out that when your technicians changed the oil at the dealership they threw out the washer that goes on the drain plug The car has been leaking oil since I purchased it from your business because your service techs apparently don't know what a washer isThis complaint will not be closed by myself under any circumstance apart from reasonable restitution Once again, I can supply you with any and all information regarding the damage to the car I have tried to return your general manager's (Anthony) call, but he has not responded to my voicemail He claimed that he was reasonable and wanted to take a look at the car to see the damage Apparently what he said was just lip service, and he had no intention of rectifying the situationYour dealership has defined the antitheses of what honesty and good customer service are
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, it should also be noted that on 8/I was told by a sales manager there that this matter would have been finalized by 8/or 8/the absolute latestLet it be repeated when this deal ACTUALLY finalized8/20, and just for further review every day (business day) starting 8/through 8/my new dealership, AMFCU, and myself were all told by a Lowbook Sales employee that the check was in the mailNote what Lowbook said in their response "the check was hand delivered to AFCU on 8/20"This means they lied about it ever being in the mail and regardless of the matter being settled now it was not done in a timely or professional mannerI remark that the resolution is satisfactory only because it is FINALLY over and all I want now is to move on from this and now I can Thank you for your assistance
Sincerely,
Grace S***

Hi, no one is blaming youIf you would like to come to our store with your receipts and the contracts you signed that states that the buyer is responsible for repairs if any, we would love to help you out :) If you want anything fixed on the vehicle, please stop by at Pep Boys, so they can get that done for you. Tell us why here

To whom it may concern, In regards to mileage discrepancy the customer is correct LowBook Sales did make a mistake in imputing the mileage into our system, which is the reason we let her completely out of her contracted deal As far as her loan that LowBook Sales completed (funded)
LowBook hand delivered a check to America First Credit Union today 08/20/I cant speak on behalf of her other loan with the other dealership, however, they should be able to help her out and complete her loan shortly.Thanks,

Dear Mr. Customer, as we advertise our free appraisal process as well as our free web application where you can do this all from home without coming into the store, we clearly state on the appraisal all of our qualifications for the $250 guarantee. We have paid out thousands of dollars over the...

years in this voluntary customer appreciation. It does clearly state on our appraisal site app.carpraisal.com that we only honor the offer based on being inside a reasonable amount of year and miles on a vehicle. It also states that you do not receive the $250 until after you sell the vehicle to another Utah dealer at a higher number that what we offered you. I am sorry that you came down to the store to do the appraisal instead of doing it all from home as that is our intent. All of our offer stipulations are inside the offer once given. None of our offers are valid until 1.) we have emailed you the offer via our web application. or 2.) An appraiser at one of our locations hands you a signed written offer. Both include all of our stipulations in clear detail. Again I am sorry that you traveled to the store, but a simple navigation of our web site along with the majority of our advertising would have led you to our appraisal site that you can do all this from home.

What are you 12 years old?, you cant comprehen anything can you, you think your words mean anything to me at this point. You dont know nothing of what be had to experience because of your company staff negligents. You cant put the fault at someone else just because you sit behind a computer and dont a specifics nor the important details to how who what when why how. Your type of attitude demonstrates exactly why the dealership where I reggretably got this dump of a problem closed down not by choice. Your really testing my patients. Why dont actually do something productive and ask the right questions. Maybe then you wont sound as ignorant as you do. Dont blame the customer when its your own faults for hiring corrupted people to handle your business. Say whatever you want you dont have the receipts I have, you didnt go through the all the crap my wife and I went through because of people like you. Keep it going. Everyone is enjoying this show. Again. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  There is no mention of the information you stated on your website. I did request an offer from my home as you suggested, but never received a response after 5 days.  That is why I came down. Please see the pictures that are a result from a "simple search" of your website and the information regarding selling.  All the information you provided was never stated at the dealership, I was simply told to go away and to go sell my car to [redacted].  I have already sold the car to [redacted]. So please send me the $250, as you said is the way to access the $250 promo. 
Sincerely,
[redacted]

Like I said, you should be able to work things out with the manager of the store, you would need to talk to him to see what they can do for you. Have a great day, best of luck :)

Complaint: [redacted]
I am rejecting this response because:Carfax and Autocheck do not determine the condition of the car.  They're just marketing tools for shady car dealerships to hide behind.  The body shop I took it to today says that someone did a shoddy job at attempting to cover up the damage.  The car was in better shape when you sold it to me than when you bought it? Hmmm...sounds like I can only assume that your business performed the poor repairs and neglected to disclose them to me. I may consider closing this complaint if you can send me any and all information that the auction house (or whomever you purchased the car from) concerning the condition of the car at the time your dealership purchased it.  If you send me a Carfax or Autocheck report, I can only assume that you don't know how to read.
Sincerely,
[redacted]

This customer submitted a finance application through our website. To be compliant and to protect our customers identity we have them verify their personal information with the sales people in the store prior to submitting them to lenders for approvals. As long as the information verifies the...

same in the store as the finance application that was submitted on the website, we then submit the customers to the lenders to try and obtain approvals. I do apologize for any confusion, but I am looking at the inquiries from his credit report and I only show Low Book Sales & Leasing pulling his credit one time. (See attachment of photo)  I can assure you we do not lose credit reports, it was a miscommunication between the customer and my salesman which I will address with my staff.Thank you

I apologize for the confusion. I’ve contacted the manager of the location you purchased from to find out what happened. Please refer to your purchase contract; there was no trade in this deal. They may have started working a trade into it your deal, but you decided to not trade in your car. If you...

were to trade in your car, they can roll over the remaining $800 into your loan. But since there is no trade, they can’t pay off your car unless you trade it in to Low Book Sales. I hope this helps the misunderstanding, have a great day. : )

My name is Anthony D[redacted]. I am the General Manager at Low Book Sales. We have let these customers return their vehicle without charging them any fees or mileage chargers although it is our right to do so. This should be a non issue moving forward. Thanks,Anthony D[redacted]General ManagerLow Book...

Sales of Salt Lake[redacted]@lowbooksales.com###-###-####

Complaint: [redacted]
I am rejecting this response because: I know as a business you can dispute those pulls because you guys made a mistake I understand you can't go in and directly fix my credit report. I have not had any help from the manager I have spoken to about this issue and he refuses to even admit a mistake was made. My credit score has been lowered and I have now learned because of low book sales my credit was pulled a total of not 5 but 7 times. I will go in and dispute it myself but I will not be satisfied until this issue is actually resolved and all of those inquiries are taken off of my fiance's and my own credit report. 
Sincerely,
[redacted]

Hi, so we actually don’t do any returns on any of our cars. However, we do have a 7 day exchange policy, so you can exchange the car for a different one within that time frame. But if you don’t want a vehicle at all, I would come in and talk with the manager of that store to see if he’ll do a...

special exception for you :)