Lowe's of Crossville

Unfortunately we were unable to obtain financing for the client, we went over the options that would have been available to the guest at the timeOur apologies if anything sounded like anything other than thatThe law requires we review all options available to the guest.?

Once again, our apologies that the information we are required by the state of California to disclose to the customer was perceived that way

Initial Business Response /* (1000, 16, 2016/01/27) */
Hi ***
Thank you for taking my call today, here is our initial response to complaint #XXXXXXXX
If I remember correctly he was concerned about the fact we contacted him in regards to him owing an additional $towards his down
payment Our internet director contacted him and explained it was an error on our part We also gave him his first three services complimentary as our apology Please let me know if you need anything other information He was pleased with the resolution from what I understand from my internet director
Thank you,
*** ***
Rock Honda
Initial Consumer Rebuttal /* (2000, 18, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I finally got the general manager on the phone and I believe he did resolve the issue with the down paymentI would like to add though, when she says they gave me three complimentary services that's garbageI did get the certificates for oil changesBut they expire days from when they were issued (December 22, 2015)Obviously, there's no way I could use themOnce again, this was the worst experience my wife and I have ever had at a car dealership!

Final Consumer Response /* (2000, 6, 2016/07/13) */
Please close the case, as the representative Avon called me yesterday in regards to picking up the checkI will be picking up the check today July at PMBut if anything else can be compensated that would be great

unfortunately the potential lender was unable to verify some of the information provided by the guest Information that cannot be verified unless we have a signed credit application which required Mr*** to come in to the dealership This is information the bank/lender wanted to verify, not
the dealership We apologize for the inconvenience this caused Mr***, however it was not our decision, it is the request of the lender

Initial Business Response /* (1000, 8, 2016/07/11) */
We offer our apologies to Ms*** for any misunderstandings Maintenance is not included with the purchase of a new / pre-owned or certified vehicle It is an available option for purchase in addition to the amount of the vehicle
Unfortunately, the lender would not allow the purchase of any additional accessories or insurance policies The service Ms*** had completed was a minor service which incudes a synthetic oil and filter change, brake inspection, tire rotation We are willing to either refund her the $or take care of her next service
Initial Consumer Rebuttal /* (2000, 10, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
All I want is a refundAs for my maintenance I will take my business else whereCheck is to be maid payable to *** *** and mailed to XXXXX *** Ave*** CA XXXXX

Initial Business Response /* (1000, 17, 2016/05/05) */
Case number#*** ***
When the vehicle was purchased, there was a manufacturers warranty remaining on the vehicle She bought the car with 32,miles, the manufacturers warranty would have expired at years or 36,miles
whichever comes first However, Ford offers a year 60,mile powertrain warranty that would include the transmission Under no circumstances would Rock Honda knowingly sell a vehicle that needed a transmission In addition, we would never tell someone they do not need a warranty, the bank would not finance the warranty is what the case was, the customer was advised to contact Warranty Solutions and purchase the warranty directly from them We will not be refunding a down payment or any payments made on the vehicle

I am rejecting this response because:Because they are lieing , I briought in all papers they requested me to bring in for veriuficatrionAnd also I asked them if for sure I was approved it was percent because I was getting a ride to their dealershipso for them to lie right now makes it even worse, thay even ignored my textes that day and the nextThey just used a bait and switch to get me in theiur and should be held accountablke for their actionsI was droppoed off at their dealership and had to pay around a hundred dollars to gert homeAnd they even told me when I got there that they couldnt do bothing because their finance manager had already left for the daYTHEY SHOULD BE HELD ACCOUNTABKLE FOR THEIR ACTIONSITS NIOT RIGHT FOR A DEALERSHIP TO LI8E JUST TO GET A CUSTOMER TO DROP WHAT THEY ARE DOING AND GO TO THEIR DEALERSHIP ESPECIUALLY WHEN THE C USTIOMER LIVES HOURS AWAY

I am rejecting this response because: A Rock Honda employee actually broke the law when demanding the vehicle after the day period on the 17th day after the purchase What was most problematic is he threatened meI returned the vehicle although not legally obligated to rather because I did not want to risk encountering the unprofessional bully of an employee who threatened meIt was very traumatic to have someone talk to me in that wayI'm still very shaken and it has been a few weeks nowBesides being terrorized I ultimately took many unnecessary hits to my credit.

Initial Business Response /* (1000, 10, 2015/10/27) */
Good afternoon,
Sorry for the late reply, the individual who generally handles these claims has been out ill
We have looked into this claim and the details for the customer account of *** ***
Vehicle price
$20,(included with- Customer add-ons; Theft Deterrent, Gap Protection and Extended Service Contract)
Taxes $1,(Sales, Government/Reg fees and Doc/EVR charge)
Trade in $-7,(Customer was negative $7,on the vehicle she traded in, Rock Honda covered $of that amount)
Down Payment $1,
Balance remaining $27,(Signed amount by the customer)
As for the claims the Ms*** is making in regards to the interest rate she received, that rate is determined by their credit score
When a customer purchases a car with a high interest rate, our team does advise the customer, after a period of time of making their payments on timeTo come back and seek, if there are now eligible to refinance their loan and get a lower interest rateWe are looking out for the customers best interest
Resolution: We are not looking to disappoint or frustrate this customer but there in nothing we can do for the negative amount of her TravehicleThis is explained in full detail during the time of signing
Please let me know if you need any further information in this Claim
Warm regards,
*** ***

Unfortunately we were unable to obtain financing for the client, we went over the options that would have been available to the guest at the timeOur apologies if anything sounded like anything other than thatThe law requires we review all options available to the guest.