Complaint: [redacted] I am rejecting this response because: On November 21, 2017, after signing the contract and leaving the lot with the purchased vehicle, your salesperson [redacted] called me to notify me that he's found another key to my vehicleI told him that I was trying to rush home to pick up my kids from school (I live hours away), and asked that he mailed that key with the plates when that come inHe agreed On 1/2/18, I texted him asking him about the plates for my vehicle, along with everything else that I should receiveHe said that he was on vacation and that I should contact the office/ [redacted] directlyI called and asked for the title clerk (***), and was told that she was also on vacationI spoke to another lady (could be your business manager [redacted] ), who told me that yes the plates have come in the weekend before, but have yet to go outShe assured me that they would be mailed out the very next day 1/ On 1/12, ten days later and still nothingI texted the sales person, and again was told to call the office and speak to the clerkI called and was given the runaround all over.....how she couldn't tell me where my plates were, or whether or not they were mailed out to me, nothing noted in the system yada yada yadaShe has to get back to me on Monday 1/On the very same day, one second after getting off the phone with this lady, I immediately called you on your mobile and left you a 50-second message detailing my frustrationsI got no callbackOn 1/16, I got a call back regarding my plates, one day after I was promised a return callYay she found my plates but no keyMy temporary plate was to expire in four days but they were still with *** During this 5-minute conversation between myself, the clerk, and your business manager [redacted] , I still did not get a straight answer out of anyoneBefore getting me off the line, she assured me that she would get back to me after speaking to the appropriate party when everyone gets inI never received a callbackOn the very same day, I sent you, and Ms [redacted] , an email regarding the situationAgain, nobody got back to meIf you're spreading your business cards around with your name, title, cell phone number, email address, etc., please have the professional courtesy to return calls, respond to emails when a situation requires your attentionPlease do not tell me that this is the first time you're hearing about thisLike I said, I live hours away, with a full schedule, so I'm not going to waste an entire day, not to mention a tank of gas, just for more aggravation.And yes, the plates did arrive, one day before the temporary one was set to expire Regards, [redacted] **
We’ve done everything to help this customer and he refuses to bring the vehicle in so that we can service it If anyone wants any details please contact with me [redacted] General Manager Phone: [redacted] Ext [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because: We were decieved by ther salesmanI asked if we could return the vehicle the same day as purchased bcuz of these issues & were told noWe are not concerned about catalytic converter, our main issue is the door locksWe feel that the dealership should have made that repair before advertising the vehicle for sale & putting it on the lotThats just bad business to sell vehicles that have obvious issuesWe are not willing to buy parts as it shouldve been repaired before we bought it Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Yes, they did respond however they refuse to state their solution in written so that I may protect myself They offered to check it for me not repair, they expect me to pay towing again, to take it to then for a diagnostics After that they offered to pay labor and I had to pay for all parts used I dont believw thus is acceptable since the car worked for days How can I be sure they wont charge up, I would have been happy to accept if they had formally given mw that solution in writting However now ive had to pay for towing, help, car rentals and this transaction has become the worst experience ever I would love for them to simply refund me atleast and be done with it Regards, [redacted] ***
DEAR SIR, I WOULD LIKE TO START BY SAYING AND HAVE ATTACHED A COPY OF AUTO CHECK REPORT AGAIN WHICH SHOWS THAT THE CAR WAS NEVER INVOLVED IN A WRECK YOU HAVE TO UNDERSTAND THAT ITS A 9 YEAR OLD CAR BOUND TO HAVE MINOR WEAR AND TEAR .THE SAME MODEL OF THE CAR IF YOU BUY NEW ITS ANY WHERE BETWEEN $80,000 TO $90,000 SECONDLY ABOUT THE HEADLIGHTS THEY WERE FINE WHEN THEY LEFT THE DEALER SHIP BUT IN GOOD FAITH [redacted] OUR SALES MANAGER ASKED YOU TO BRING IT BACK SO WE CAN FIX IT FOR YOU HE NEVER IGNORED YOUR CALLS TILL THAT POINT WHEN YOU STARTED COMPLAINING US WITH FALSE ALLEGATIONS ABOUT THE BEING WRECKED AND WE WERE LYING AS YOU HAVE SAID EARLIER THIRD AND LAST THE TEXT MESSAGES BETWEEN YOU AND THE SALES AGENT SAYING THE CAR WAS IN MINT CONDITION THAT APPLIES TO A 9 YEAR CAR IN SUCH GREAT CONDITION AND ANY WAYS YOU INSPECTED THE CAR SO THOROUGHLY IN GOOD AMOUNT OF LIGHT AND YOU WERE HAPPY AND SATISFIED I AM VERY SORRY TO INFORM YOU THAT WE WILL NOT TAKE BACK THE VEHICLE AND WE HAVE ALSO ATTACHED PICTURES OF THE CAR BEFORE IT LEFT THE DEALERSHIP IN GREAT CONDITION INSPECTED BY YOU WE HAVE DONE OUR VERY BEST TO RESOLVE THIS ISSUE BUT YOU ARE COMING UP WITH FALSE ALLEGATIONS AGAINST OUR COMPANY THERE IS NOTHING MAJOR WRONG WITH THE VEHICLE IT WAS SOLD AS IS ,YOU INSPECTED IT AND WERE SATISFIED THANK YOU FOR YOUR BUSINESS WE REALLY APPRECIATE IT BUT THIS IS THE BEST WE CAN DO IF YOU HAVE ANY QUESTIONS FEEL FREE TO CALL US
RESPECTED MEMBER'S OF B.B.B OF TX, IT HAS COME TO MY KNOWLEDGE
THAT ONE OF OUR CUSTOMER THAT PURCHASED A VEHICLE FROM LUNA CAR CENTER HAD LOGGED A FORMAL COMPLAINT AGAINST US WITH B.B.B OF TX FOR A FULL REFUND ON A VEHICLE PURCHASED ON 08/26/A BMW LI .WE HERE AT LUNA CAR CENTER TAKE PRIDE IN TOP NOTCH CUSTOMER SERVICE AND QUALITY USED CAR'S AND MAINTAIN OUR RATING'S WITH B.B.B AT THE BEST POSSIBLE LEVEL, I would like to start with it's a year old used car bound to have minor wear and tear also the vehicle was inspected by the customer from top to bottom FOR EVERY LITTLE SCRATCH ,INCLUDING ANY HAIL DAMAGE and he was happy and satisfied after settling with us for a check in the amount of $400,CK#for minor dings in the bumper The vehicle was sold ON BUYER'S GUIDE ATTACHMENT AT THE END which shows things that could be wrong with a used vehicle as far as wear and tear which was disclosed to the customer and signed buy him The very first call he made to us our our sales manager *** offered to bring the vehicle so we could fix light's and check the crack in the gas pump cover because the car did not smell like fuel when it left dealership and also we pulled an auto check for customer and the report does not show any accident so we could not disclose info we are not aware about(attachment of auto check at the end)ATTACHMENT #1THE vehicle drove from SAN ANTONIO TO LUBBOCK A MILE DRIVE AS DESCRIBED BY THE CUSTOMER with no problem except of minor issues that either were seen up front ,could have been fixed easily or they were just opinion's of the customer , AT THE END I WOULD LIKE TO CONCLUDE BY SAYING EVEN THOUGH THE CAR WAS SOLD ON BASIS WE STILL OFFERED THE CUSTOMER THE FIRST TIME HE HAD CALLED TO BRING IT IN SO WE CAN RESOLVE THOSE MINOR ISSUES BUT WE NEVER HEARD FROM HIM IF YOU HAVE ANY MORE QUESTION'S ABOUT THE INCIDENT OR IF YOU NEED ANYTHING PLEASE FELL FREE TO EMAIL ME BACK OR EVEN CALL ME ON *** *** *** THANK YOU FOR THE TIME AND SUPPORT ATTACHMENT # AS IS VEHICLE BUYERS GUIDE ATTACHMENT # IS THE SECOND PAGE OF ATTACHMENT 1 ATTACHMENT # SETTLEMENT CHECK ATTACHMENT # PG OF THE AUTO CHECK REPORT BUT THIS A PAGE REPORT THE OF IT IM SENDING TO *** this includes the full auto report and a link to the pic of the vehicle before it left the dealer ship RESPECTED MEMBER'S OF B.B.B OF TX, IT HAS COME TO MY KNOWLEDGE THAT ONE OF OUR CUSTOMER THAT PURCHASED A VEHICLE FROM LUNA CAR CENTER HAD LOGGED A FORMAL COMPLAINT AGAINST US WITH B.B.B OF TX FOR A FULL REFUND ON A VEHICLE PURCHASED ON 08/26/A BMW LI .WE HERE AT LUNA CAR CENTER TAKE PRIDE IN TOP NOTCH CUSTOMER SERVICE AND QUALITY USED CAR'S AND MAINTAIN OUR RATING'S WITH B.B.B AT THE BEST POSSIBLE LEVEL, I would like to start with it's a year old used car bound to have wear and minor wear and tear also the vehicle was inspected by the customer from top to bottom and he was happy and satisfied after settling with us for a check in the amount of $and the ck# for minor dings in the bumper The vehicle was sold ON BUYER'S GUIDE ATTACHMENT AT THE END which shows things that could be wrong with a used vehicle as far as wear and tear which was disclosed to the customer and signed buy him The very first call he made to us our our sales manager *** offered to bring the vehicle so we could fix light's and check the crack in the gas pump cover because the car did not smell like fuel when it left dealership and also we pulled an auto check for customer and the report does not show any accident so we could not disclose info we are not aware about(attachment of auto check at the end)THE vehicle drove from SAN ANTONIO TO LUBBOCK A MILE DRIVE AS DESCRIBED BY THE CUSTOMER with no problem except of minor issues that either were seen up front ,could have been fixed easily or they were just opinion's of the customer , AT THE END I WOULD LIKE TO CONCLUDE BY SAYING EVEN THOUGH THE CAR WAS SOLD ON BASIS WE STILL OFFERED THE CUSTOMER THE FIRST TIME HE HAD CALLED TO BRING IT IN SO WE CAN RESOLVE THOSE MINOR ISSUES BUT WE NEVER HEARD FROM HIM IF YOU HAVE ANY MORE QUESTION'S ABOUT THE INCIDENT OR IF YOU NEED ANYTHING PLEASE FELL FREE TO EMAIL ME BACK OR EVEN CALL ME ON 210-731-EXT 316 THANK YOU FOR THE TIME AND SUPPORT
The vehicle was in perfect condition at the time of delivery when sold, Vehicle's right front axle was damaged which caused the vehicle inoperable while in the possession of Miss ***. Luna Car Center had the vehicle towed to our Service Center and in return put Miss *** in another vehicle
to her liking while the damaged vehicle was being diagnosedShe agreed to purchase the 2nd vehicle but changed her mind a few days laterIn the meantime damage to the Hyundai Sonata is expensive. Miss *** came back to the dealership on 11/24/causing a scene in front of other customers, and then finally calmed down she agreed to give us another day to put her in another affordable vehicle to her likingAnd she agreed. I, *** *** (General Manager) called her on 11/25/at 11:AM telling her what we have to offer, and she stated that she changed her mind and that she is OK.Miss *** brought up the threats of Attorney's, Police, Eyewitness News troubleshooters and social media
I HAVE SPOKE WITH THE SERVICE AND HAVE AGREED WITH THEM TO GO AHEAD AND REPLACE THE CATALLYTIC CONVERTORS AT NO CHARGE TO THE CUSTOMER. AFTER WE RESOLVE THIS COMPLAINT WITH Revdex.com I WILL HAVE TANYA FROM SERVICE CENTER CONTACT THE CUSTOMER TO SET UP AN APPT. ALL PARTS AND WORK TO BE DONE HERE AT LUNA...
CAR CARE. THIS IS [redacted] THE SALES MANAGER AND I APPOLOGIZE FOR HOW THIS WAS HANDLED AND HOPE THAT WE CAN REPAIR THE RELETIONSHIP FROM HERE.
This is [redacted] G.M of Luna Car Center. I have taken the time to review all the details into what happened on your deal. Due to parts availability and changes made in management, we apologize for any inconvenience to [redacted]. We have already taken care of some of the issues to her truck and...
should have all issues resolved by 7/9 if parts needed are on time. [redacted] seemed happy with what we did for vehicle and was understanding once here at dealership service center. If you have any questions in the future please feel free to contact me @Luna Car Center.
We’ve done everything to help this customer and he refuses to bring the vehicle in so that we can service it If anyone wants any details please contact with me [redacted] General Manager Phone: [redacted] Ext [redacted] Email: [redacted]
Complaint: [redacted]
I am rejecting this response because: On November 21, 2017, after signing the contract and leaving the lot with the purchased vehicle, your salesperson [redacted] called me to notify me that he's found another key to my vehicle. I told him that I was trying to rush home to pick up my kids from school (I live 3.5 hours away), and asked that he mailed that key with the plates when that come in. He agreed. On 1/2/18, I texted him asking him about the plates for my vehicle, along with everything else that I should receive. He said that he was on vacation and that I should contact the office/[redacted] directly. I called and asked for the title clerk ([redacted]), and was told that she was also on vacation. I spoke to another lady (could be your business manager [redacted]), who told me that yes the plates have come in the weekend before, but have yet to go out. She assured me that they would be mailed out the very next day 1/3. On 1/12, ten days later and still nothing. I texted the sales person, and again was told to call the office and speak to the clerk. I called and was given the runaround all over.....how she couldn't tell me where my plates were, or whether or not they were mailed out to me, nothing noted in the system yada yada yada. She has to get back to me on Monday 1/15. On the very same day, one second after getting off the phone with this lady, I immediately called you on your mobile and left you a 50-second message detailing my frustrations. I got no callback. On 1/16, I got a call back regarding my plates, one day after I was promised a return call. Yay she found my plates but no key. My temporary plate was to expire in four days but they were still with [redacted]. During this 5-minute conversation between myself, the clerk, and your business manager [redacted], I still did not get a straight answer out of anyone. Before getting me off the line, she assured me that she would get back to me after speaking to the appropriate party when everyone gets in. I never received a callback. On the very same day, I sent you, and Ms. [redacted], an email regarding the situation. Again, nobody got back to me. If you're spreading your business cards around with your name, title, cell phone number, email address, etc., please have the professional courtesy to return calls, respond to emails when a situation requires your attention. Please do not tell me that this is the first time you're hearing about this. Like I said, I live 3.5 hours away, with a full schedule, so I'm not going to waste an entire day, not to mention a tank of gas, just for more aggravation.And yes, the plates did arrive, one day before the temporary one was set to expire.
Regards,
[redacted]
rejecting this response because:
Yes, they did respond however they refuse to state their solution in written so that I may protect myself. They offered to check it for me not repair, they expect me to pay towing again, to take it to then for a diagnostics. After that they offered to pay labor and I had to pay for all parts used. I dont believw thus is acceptable since the car worked for 3 days. How can I be sure they wont charge up, I would have been happy to accept if they had formally given mw that solution in writting. However now ive had to pay for towing, help, car rentals and this transaction has become the worst experience ever. I would love for them to simply refund me atleast 4500 and be done with it.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: am not making false allegations. I am not an auto body professional. The prior wreck damage was not found until I turned on the headlights 2-3 hours after I left your dealership, or around 200 miles away. I have never been offered anything. I can pull phone logs and text records showing that no one ever called me back. [redacted] did in fact ignore my calls, and did not return my call as he promised the one time I did talk to him. I will drive 400 miles back IF you are going to fix all damage from the vehicle being wrecked, replace the fuel pump, and fix back passenger door. I am not randomly driving back there without some guarantee that I will be satisfied when I leave and that would entail the car being in a body shop, not some guy in the back with a pry bar trying to make it look right without actually fixing it. Then, EVEN IF you took it to a body shop, then it won't have a clean car fax or auto check and it's not even worth what I paid. I did not damage the car as you imply and I have a body shop to back up my statements, it's not me lying. You cannot buy a 9 year old car new so I have no idea why you are throwing that price out there. The car books at $17k in excellent condition. This one is poor condition. I don't care what the auto check says, the car has been wrecked and I can get 100 statements from 100 body shops that will all agree it's been wrecked, because it has. You know it's been wrecked and that's why you don't want it back. Yall have lied to sell a car and now refuse to do the right thing. I don't understand the big deal since you think the car is so great, you should love to get it back and sell it again!! I am awaiting the state's investigation. They have already found paperwork errors so that's gonna cost a fine maybe. I am not the average uneducated customer you usually deal with. If you don't make this right, whether the state sides with me or not, I will let all of San Antonio know about your business practices and how you treated me thru ads in your local papers and other media. I know what libel is and I can back up everything I say, so it's not. Even if it costs you only a couple of sales, it will be satisfaction on my part. I really don't have anything else to lose, you have already ripped me off.
Regards,
[redacted]
[redacted]
That customer was never guaranteed an extra set of keys. This was just brought to my attention. I wasn't aware til now. We issue out all keys to the customer's that are available. If there is just one set, that is what we give them.but after all, we would like to offer a half payment of the...
key in case she reverse her complaint from Revdex.com and come visit [redacted] Car Center we will make a key for her she will pay half and we will bare half amount of the key.for any further details can contact me.[redacted]
General Manager Phone: [redacted] Ext [redacted]Email: [redacted]
Complaint: [redacted]
I am rejecting this response because:Most of Luna's reply is a lie. Yes I drove it home, 427 miles, BUT I did have issues when the sun went down, as I said in the first complaint. It's not my opinion, it is the opinion of a professional body shop (CND Bodyworks) the car has been wrecked and was not disclosed. I was told this was driven by car lot owner, but that's impossible unless it was never driven at night and the gas tank was never filled up. I cannot return it to have the lights fixed, because the problem is that the car has been wrecked and the headlight does not line up with the body parts. The body parts don't even line up. I don't know why that's so hard to understand. This was wrecked and someone did some adjusting to try to make it look right, but it was not properly repaired. I am not a body shop to have seen this problem and would not have known it was there. They headlight pointing at the ground and bouncing for about 300 miles caused me to look into the problem. I missed some imperfections and the car is 9, BUT that doesn't change the car has been wrecked as per a local body shop. I was told the car was mint by your salesman. I was lied to. I have not returned the car to "repair" the other issues I have complained about because I do not want the car!!! I DO NOT WANT A WRECKED CAR. I will not accept a wrecked car. You can fix the electrical door problem, a new fuel pump($250), new wheels, and have the whole car painted, but that will not change the fact it's been wrecked and will affect it's marketability. It will then have a mark on car fax and autocheck. I DO NOT WANT A WRECKED CAR. No one ever told me to bring the car. [redacted] only ignores my calls. The salesman ignores my calls. I will pursue this until I am a satisfied customer(refund). I have filed a complaint with TX DOT, who will also be in touch shortly for selling me a wrecked car. If you think the car is in such great shape then you should just take the car back and refund me, what's the big deal????? If you care about your Revdex.com rating and your company name, you should REALLY take this car back. That is the ONLY resolution hereSee attached pics of overspray, misaligned body parts, missing screws and evidence of adjustments. Also see pics of salesman's texts to me telling me the car is mint, not even any paint chips. Not enough room for me to add all the pics. I have plenty more texts from salesman, and pics of car. The car was supposedly purchased on the 26th, true, but not picked up by me until the 28th, and I was 400 miles from home.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We were decieved by ther salesman. I asked if we could return the vehicle the same day as purchased bcuz of these issues & were told no. We are not concerned about catalytic converter, our main issue is the door locks. We feel that the dealership should have made that repair before advertising the vehicle for sale & putting it on the lot. Thats just bad business to sell vehicles that have obvious issues. We are not willing to buy parts as it shouldve been repaired before we bought it.
Regards,
[redacted]
I have attached forms from the original deal file.. The form shown as "we owe" would be where if any promises were made before the customer signed to show if we owed any type of repairs.. The other form is a "buyers guide" the customer signed that shows that the vehicle was purchased as is. The other form is an email the customer sent to me direct after I responded to his Revdex.com complaint. I feel all this should have been stated in original complaint and not after I showed that we would do work on this vehicle at no charge. Luna Car Center will keep its original offer only if the customer accepts this offer positively and that will close out any and all requests to this complaint. Luna Car Center has no problem with doing the labor for free and customer purchases the part or parts needed on other request. We here hope this remedy will make all parties happy and we look forward to hearing back soon! Thanks..
DEAR SIR, I WOULD LIKE TO START BY SAYING AND HAVE ATTACHED A COPY OF AUTO CHECK REPORT AGAIN WHICH SHOWS THAT THE CAR WAS NEVER INVOLVED IN A WRECK YOU HAVE TO UNDERSTAND THAT ITS A 9 YEAR OLD CAR BOUND TO HAVE MINOR WEAR AND TEAR .THE SAME MODEL OF THE CAR IF YOU BUY NEW ITS ANY WHERE BETWEEN $80,000 TO $90,000 SECONDLY ABOUT THE HEADLIGHTS THEY WERE FINE WHEN THEY LEFT THE DEALER SHIP BUT IN GOOD FAITH [redacted] OUR SALES MANAGER ASKED YOU TO BRING IT BACK SO WE CAN FIX IT FOR YOU HE NEVER IGNORED YOUR CALLS TILL THAT POINT WHEN YOU STARTED COMPLAINING US WITH FALSE ALLEGATIONS ABOUT THE BEING WRECKED AND WE WERE LYING AS YOU HAVE SAID EARLIER THIRD AND LAST THE TEXT MESSAGES BETWEEN YOU AND THE SALES AGENT SAYING THE CAR WAS IN MINT CONDITION THAT APPLIES TO A 9 YEAR CAR IN SUCH GREAT CONDITION AND ANY WAYS YOU INSPECTED THE CAR SO THOROUGHLY IN GOOD AMOUNT OF LIGHT AND YOU WERE HAPPY AND SATISFIED I AM VERY SORRY TO INFORM YOU THAT WE WILL NOT TAKE BACK THE VEHICLE AND WE HAVE ALSO ATTACHED PICTURES OF THE CAR BEFORE IT LEFT THE DEALERSHIP IN GREAT CONDITION INSPECTED BY YOU WE HAVE DONE OUR VERY BEST TO RESOLVE THIS ISSUE BUT YOU ARE COMING UP WITH FALSE ALLEGATIONS AGAINST OUR COMPANY THERE IS NOTHING MAJOR WRONG WITH THE VEHICLE IT WAS SOLD AS IS ,YOU INSPECTED IT AND WERE SATISFIED THANK YOU FOR YOUR BUSINESS WE REALLY APPRECIATE IT BUT THIS IS THE BEST WE CAN DO IF YOU HAVE ANY QUESTIONS FEEL FREE TO CALL US
Complaint: [redacted] I am rejecting this response because: On November 21, 2017, after signing the contract and leaving the lot with the purchased vehicle, your salesperson [redacted] called me to notify me that he's found another key to my vehicleI told him that I was trying to rush home to pick up my kids from school (I live hours away), and asked that he mailed that key with the plates when that come inHe agreed On 1/2/18, I texted him asking him about the plates for my vehicle, along with everything else that I should receiveHe said that he was on vacation and that I should contact the office/ [redacted] directlyI called and asked for the title clerk (***), and was told that she was also on vacationI spoke to another lady (could be your business manager [redacted] ), who told me that yes the plates have come in the weekend before, but have yet to go outShe assured me that they would be mailed out the very next day 1/ On 1/12, ten days later and still nothingI texted the sales person, and again was told to call the office and speak to the clerkI called and was given the runaround all over.....how she couldn't tell me where my plates were, or whether or not they were mailed out to me, nothing noted in the system yada yada yadaShe has to get back to me on Monday 1/On the very same day, one second after getting off the phone with this lady, I immediately called you on your mobile and left you a 50-second message detailing my frustrationsI got no callbackOn 1/16, I got a call back regarding my plates, one day after I was promised a return callYay she found my plates but no keyMy temporary plate was to expire in four days but they were still with *** During this 5-minute conversation between myself, the clerk, and your business manager [redacted] , I still did not get a straight answer out of anyoneBefore getting me off the line, she assured me that she would get back to me after speaking to the appropriate party when everyone gets inI never received a callbackOn the very same day, I sent you, and Ms [redacted] , an email regarding the situationAgain, nobody got back to meIf you're spreading your business cards around with your name, title, cell phone number, email address, etc., please have the professional courtesy to return calls, respond to emails when a situation requires your attentionPlease do not tell me that this is the first time you're hearing about thisLike I said, I live hours away, with a full schedule, so I'm not going to waste an entire day, not to mention a tank of gas, just for more aggravation.And yes, the plates did arrive, one day before the temporary one was set to expire Regards, [redacted] **
We’ve done everything to help this customer and he refuses to bring the vehicle in so that we can service it If anyone wants any details please contact with me [redacted] General Manager Phone: [redacted] Ext [redacted] Email: [redacted]
Complaint: [redacted] I am rejecting this response because: We were decieved by ther salesmanI asked if we could return the vehicle the same day as purchased bcuz of these issues & were told noWe are not concerned about catalytic converter, our main issue is the door locksWe feel that the dealership should have made that repair before advertising the vehicle for sale & putting it on the lotThats just bad business to sell vehicles that have obvious issuesWe are not willing to buy parts as it shouldve been repaired before we bought it Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: Yes, they did respond however they refuse to state their solution in written so that I may protect myself They offered to check it for me not repair, they expect me to pay towing again, to take it to then for a diagnostics After that they offered to pay labor and I had to pay for all parts used I dont believw thus is acceptable since the car worked for days How can I be sure they wont charge up, I would have been happy to accept if they had formally given mw that solution in writting However now ive had to pay for towing, help, car rentals and this transaction has become the worst experience ever I would love for them to simply refund me atleast and be done with it Regards, [redacted] ***
DEAR SIR, I WOULD LIKE TO START BY SAYING AND HAVE ATTACHED A COPY OF AUTO CHECK REPORT AGAIN WHICH SHOWS THAT THE CAR WAS NEVER INVOLVED IN A WRECK YOU HAVE TO UNDERSTAND THAT ITS A 9 YEAR OLD CAR BOUND TO HAVE MINOR WEAR AND TEAR .THE SAME MODEL OF THE CAR IF YOU BUY NEW ITS ANY WHERE BETWEEN $80,000 TO $90,000 SECONDLY ABOUT THE HEADLIGHTS THEY WERE FINE WHEN THEY LEFT THE DEALER SHIP BUT IN GOOD FAITH [redacted] OUR SALES MANAGER ASKED YOU TO BRING IT BACK SO WE CAN FIX IT FOR YOU HE NEVER IGNORED YOUR CALLS TILL THAT POINT WHEN YOU STARTED COMPLAINING US WITH FALSE ALLEGATIONS ABOUT THE BEING WRECKED AND WE WERE LYING AS YOU HAVE SAID EARLIER THIRD AND LAST THE TEXT MESSAGES BETWEEN YOU AND THE SALES AGENT SAYING THE CAR WAS IN MINT CONDITION THAT APPLIES TO A 9 YEAR CAR IN SUCH GREAT CONDITION AND ANY WAYS YOU INSPECTED THE CAR SO THOROUGHLY IN GOOD AMOUNT OF LIGHT AND YOU WERE HAPPY AND SATISFIED I AM VERY SORRY TO INFORM YOU THAT WE WILL NOT TAKE BACK THE VEHICLE AND WE HAVE ALSO ATTACHED PICTURES OF THE CAR BEFORE IT LEFT THE DEALERSHIP IN GREAT CONDITION INSPECTED BY YOU WE HAVE DONE OUR VERY BEST TO RESOLVE THIS ISSUE BUT YOU ARE COMING UP WITH FALSE ALLEGATIONS AGAINST OUR COMPANY THERE IS NOTHING MAJOR WRONG WITH THE VEHICLE IT WAS SOLD AS IS ,YOU INSPECTED IT AND WERE SATISFIED THANK YOU FOR YOUR BUSINESS WE REALLY APPRECIATE IT BUT THIS IS THE BEST WE CAN DO IF YOU HAVE ANY QUESTIONS FEEL FREE TO CALL US
RESPECTED MEMBER'S OF B.B.B OF TX, IT HAS COME TO MY KNOWLEDGE
THAT ONE OF OUR CUSTOMER THAT PURCHASED A VEHICLE FROM LUNA CAR CENTER HAD LOGGED A FORMAL COMPLAINT AGAINST US WITH B.B.B OF TX FOR A FULL REFUND ON A VEHICLE PURCHASED ON 08/26/A BMW LI .WE HERE AT LUNA CAR CENTER TAKE PRIDE IN TOP NOTCH CUSTOMER SERVICE AND QUALITY USED CAR'S AND MAINTAIN OUR RATING'S WITH B.B.B AT THE BEST POSSIBLE LEVEL, I would like to start with it's a year old used car bound to have minor wear and tear also the vehicle was inspected by the customer from top to bottom FOR EVERY LITTLE SCRATCH ,INCLUDING ANY HAIL DAMAGE and he was happy and satisfied after settling with us for a check in the amount of $400,CK#for minor dings in the bumper The vehicle was sold ON BUYER'S GUIDE ATTACHMENT AT THE END which shows things that could be wrong with a used vehicle as far as wear and tear which was disclosed to the customer and signed buy him The very first call he made to us our our sales manager *** offered to bring the vehicle so we could fix light's and check the crack in the gas pump cover because the car did not smell like fuel when it left dealership and also we pulled an auto check for customer and the report does not show any accident so we could not disclose info we are not aware about(attachment of auto check at the end)ATTACHMENT #1THE vehicle drove from SAN ANTONIO TO LUBBOCK A MILE DRIVE AS DESCRIBED BY THE CUSTOMER with no problem except of minor issues that either were seen up front ,could have been fixed easily or they were just opinion's of the customer , AT THE END I WOULD LIKE TO CONCLUDE BY SAYING EVEN THOUGH THE CAR WAS SOLD ON BASIS WE STILL OFFERED THE CUSTOMER THE FIRST TIME HE HAD CALLED TO BRING IT IN SO WE CAN RESOLVE THOSE MINOR ISSUES BUT WE NEVER HEARD FROM HIM IF YOU HAVE ANY MORE QUESTION'S ABOUT THE INCIDENT OR IF YOU NEED ANYTHING PLEASE FELL FREE TO EMAIL ME BACK OR EVEN CALL ME ON *** *** *** THANK YOU FOR THE TIME AND SUPPORT ATTACHMENT # AS IS VEHICLE BUYERS GUIDE ATTACHMENT # IS THE SECOND PAGE OF ATTACHMENT 1 ATTACHMENT # SETTLEMENT CHECK ATTACHMENT # PG OF THE AUTO CHECK REPORT BUT THIS A PAGE REPORT THE OF IT IM SENDING TO *** this includes the full auto report and a link to the pic of the vehicle before it left the dealer ship RESPECTED MEMBER'S OF B.B.B OF TX, IT HAS COME TO MY KNOWLEDGE THAT ONE OF OUR CUSTOMER THAT PURCHASED A VEHICLE FROM LUNA CAR CENTER HAD LOGGED A FORMAL COMPLAINT AGAINST US WITH B.B.B OF TX FOR A FULL REFUND ON A VEHICLE PURCHASED ON 08/26/A BMW LI .WE HERE AT LUNA CAR CENTER TAKE PRIDE IN TOP NOTCH CUSTOMER SERVICE AND QUALITY USED CAR'S AND MAINTAIN OUR RATING'S WITH B.B.B AT THE BEST POSSIBLE LEVEL, I would like to start with it's a year old used car bound to have wear and minor wear and tear also the vehicle was inspected by the customer from top to bottom and he was happy and satisfied after settling with us for a check in the amount of $and the ck# for minor dings in the bumper The vehicle was sold ON BUYER'S GUIDE ATTACHMENT AT THE END which shows things that could be wrong with a used vehicle as far as wear and tear which was disclosed to the customer and signed buy him The very first call he made to us our our sales manager *** offered to bring the vehicle so we could fix light's and check the crack in the gas pump cover because the car did not smell like fuel when it left dealership and also we pulled an auto check for customer and the report does not show any accident so we could not disclose info we are not aware about(attachment of auto check at the end)THE vehicle drove from SAN ANTONIO TO LUBBOCK A MILE DRIVE AS DESCRIBED BY THE CUSTOMER with no problem except of minor issues that either were seen up front ,could have been fixed easily or they were just opinion's of the customer , AT THE END I WOULD LIKE TO CONCLUDE BY SAYING EVEN THOUGH THE CAR WAS SOLD ON BASIS WE STILL OFFERED THE CUSTOMER THE FIRST TIME HE HAD CALLED TO BRING IT IN SO WE CAN RESOLVE THOSE MINOR ISSUES BUT WE NEVER HEARD FROM HIM IF YOU HAVE ANY MORE QUESTION'S ABOUT THE INCIDENT OR IF YOU NEED ANYTHING PLEASE FELL FREE TO EMAIL ME BACK OR EVEN CALL ME ON 210-731-EXT 316 THANK YOU FOR THE TIME AND SUPPORT
The vehicle was in perfect condition at the time of delivery when sold, Vehicle's right front axle was damaged which caused the vehicle inoperable while in the possession of Miss ***. Luna Car Center had the vehicle towed to our Service Center and in return put Miss *** in another vehicle
to her liking while the damaged vehicle was being diagnosedShe agreed to purchase the 2nd vehicle but changed her mind a few days laterIn the meantime damage to the Hyundai Sonata is expensive. Miss *** came back to the dealership on 11/24/causing a scene in front of other customers, and then finally calmed down she agreed to give us another day to put her in another affordable vehicle to her likingAnd she agreed. I, *** *** (General Manager) called her on 11/25/at 11:AM telling her what we have to offer, and she stated that she changed her mind and that she is OK.Miss *** brought up the threats of Attorney's, Police, Eyewitness News troubleshooters and social media
Complaint: ***
I am rejecting this response because:
Regards,
*** * *** *** *** did not touch on all of the repairs that were promised to be made
I HAVE SPOKE WITH THE SERVICE AND HAVE AGREED WITH THEM TO GO AHEAD AND REPLACE THE CATALLYTIC CONVERTORS AT NO CHARGE TO THE CUSTOMER. AFTER WE RESOLVE THIS COMPLAINT WITH Revdex.com I WILL HAVE TANYA FROM SERVICE CENTER CONTACT THE CUSTOMER TO SET UP AN APPT. ALL PARTS AND WORK TO BE DONE HERE AT LUNA...
CAR CARE. THIS IS [redacted] THE SALES MANAGER AND I APPOLOGIZE FOR HOW THIS WAS HANDLED AND HOPE THAT WE CAN REPAIR THE RELETIONSHIP FROM HERE.
This is [redacted] G.M of Luna Car Center. I have taken the time to review all the details into what happened on your deal. Due to parts availability and changes made in management, we apologize for any inconvenience to [redacted]. We have already taken care of some of the issues to her truck and...
should have all issues resolved by 7/9 if parts needed are on time. [redacted] seemed happy with what we did for vehicle and was understanding once here at dealership service center. If you have any questions in the future please feel free to contact me @Luna Car Center.
We’ve done everything to help this customer and he refuses to bring the vehicle in so that we can service it If anyone wants any details please contact with me [redacted] General Manager Phone: [redacted] Ext [redacted] Email: [redacted]
Complaint: [redacted]
I am rejecting this response because: On November 21, 2017, after signing the contract and leaving the lot with the purchased vehicle, your salesperson [redacted] called me to notify me that he's found another key to my vehicle. I told him that I was trying to rush home to pick up my kids from school (I live 3.5 hours away), and asked that he mailed that key with the plates when that come in. He agreed. On 1/2/18, I texted him asking him about the plates for my vehicle, along with everything else that I should receive. He said that he was on vacation and that I should contact the office/[redacted] directly. I called and asked for the title clerk ([redacted]), and was told that she was also on vacation. I spoke to another lady (could be your business manager [redacted]), who told me that yes the plates have come in the weekend before, but have yet to go out. She assured me that they would be mailed out the very next day 1/3. On 1/12, ten days later and still nothing. I texted the sales person, and again was told to call the office and speak to the clerk. I called and was given the runaround all over.....how she couldn't tell me where my plates were, or whether or not they were mailed out to me, nothing noted in the system yada yada yada. She has to get back to me on Monday 1/15. On the very same day, one second after getting off the phone with this lady, I immediately called you on your mobile and left you a 50-second message detailing my frustrations. I got no callback. On 1/16, I got a call back regarding my plates, one day after I was promised a return call. Yay she found my plates but no key. My temporary plate was to expire in four days but they were still with [redacted]. During this 5-minute conversation between myself, the clerk, and your business manager [redacted], I still did not get a straight answer out of anyone. Before getting me off the line, she assured me that she would get back to me after speaking to the appropriate party when everyone gets in. I never received a callback. On the very same day, I sent you, and Ms. [redacted], an email regarding the situation. Again, nobody got back to me. If you're spreading your business cards around with your name, title, cell phone number, email address, etc., please have the professional courtesy to return calls, respond to emails when a situation requires your attention. Please do not tell me that this is the first time you're hearing about this. Like I said, I live 3.5 hours away, with a full schedule, so I'm not going to waste an entire day, not to mention a tank of gas, just for more aggravation.And yes, the plates did arrive, one day before the temporary one was set to expire.
Regards,
[redacted]
Complaint: [redacted]
I am...
rejecting this response because:
Yes, they did respond however they refuse to state their solution in written so that I may protect myself. They offered to check it for me not repair, they expect me to pay towing again, to take it to then for a diagnostics. After that they offered to pay labor and I had to pay for all parts used. I dont believw thus is acceptable since the car worked for 3 days. How can I be sure they wont charge up, I would have been happy to accept if they had formally given mw that solution in writting. However now ive had to pay for towing, help, car rentals and this transaction has become the worst experience ever. I would love for them to simply refund me atleast 4500 and be done with it.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: am not making false allegations. I am not an auto body professional. The prior wreck damage was not found until I turned on the headlights 2-3 hours after I left your dealership, or around 200 miles away. I have never been offered anything. I can pull phone logs and text records showing that no one ever called me back. [redacted] did in fact ignore my calls, and did not return my call as he promised the one time I did talk to him. I will drive 400 miles back IF you are going to fix all damage from the vehicle being wrecked, replace the fuel pump, and fix back passenger door. I am not randomly driving back there without some guarantee that I will be satisfied when I leave and that would entail the car being in a body shop, not some guy in the back with a pry bar trying to make it look right without actually fixing it. Then, EVEN IF you took it to a body shop, then it won't have a clean car fax or auto check and it's not even worth what I paid. I did not damage the car as you imply and I have a body shop to back up my statements, it's not me lying. You cannot buy a 9 year old car new so I have no idea why you are throwing that price out there. The car books at $17k in excellent condition. This one is poor condition. I don't care what the auto check says, the car has been wrecked and I can get 100 statements from 100 body shops that will all agree it's been wrecked, because it has. You know it's been wrecked and that's why you don't want it back. Yall have lied to sell a car and now refuse to do the right thing. I don't understand the big deal since you think the car is so great, you should love to get it back and sell it again!! I am awaiting the state's investigation. They have already found paperwork errors so that's gonna cost a fine maybe. I am not the average uneducated customer you usually deal with. If you don't make this right, whether the state sides with me or not, I will let all of San Antonio know about your business practices and how you treated me thru ads in your local papers and other media. I know what libel is and I can back up everything I say, so it's not. Even if it costs you only a couple of sales, it will be satisfaction on my part. I really don't have anything else to lose, you have already ripped me off.
Regards,
[redacted]
[redacted]
That customer was never guaranteed an extra set of keys. This was just brought to my attention. I wasn't aware til now. We issue out all keys to the customer's that are available. If there is just one set, that is what we give them.but after all, we would like to offer a half payment of the...
key in case she reverse her complaint from Revdex.com and come visit [redacted] Car Center we will make a key for her she will pay half and we will bare half amount of the key.for any further details can contact me.[redacted]
General Manager Phone: [redacted] Ext [redacted]Email: [redacted]
Complaint: [redacted]
I am rejecting this response because:Most of Luna's reply is a lie. Yes I drove it home, 427 miles, BUT I did have issues when the sun went down, as I said in the first complaint. It's not my opinion, it is the opinion of a professional body shop (CND Bodyworks) the car has been wrecked and was not disclosed. I was told this was driven by car lot owner, but that's impossible unless it was never driven at night and the gas tank was never filled up. I cannot return it to have the lights fixed, because the problem is that the car has been wrecked and the headlight does not line up with the body parts. The body parts don't even line up. I don't know why that's so hard to understand. This was wrecked and someone did some adjusting to try to make it look right, but it was not properly repaired. I am not a body shop to have seen this problem and would not have known it was there. They headlight pointing at the ground and bouncing for about 300 miles caused me to look into the problem. I missed some imperfections and the car is 9, BUT that doesn't change the car has been wrecked as per a local body shop. I was told the car was mint by your salesman. I was lied to. I have not returned the car to "repair" the other issues I have complained about because I do not want the car!!! I DO NOT WANT A WRECKED CAR. I will not accept a wrecked car. You can fix the electrical door problem, a new fuel pump($250), new wheels, and have the whole car painted, but that will not change the fact it's been wrecked and will affect it's marketability. It will then have a mark on car fax and autocheck. I DO NOT WANT A WRECKED CAR. No one ever told me to bring the car. [redacted] only ignores my calls. The salesman ignores my calls. I will pursue this until I am a satisfied customer(refund). I have filed a complaint with TX DOT, who will also be in touch shortly for selling me a wrecked car. If you think the car is in such great shape then you should just take the car back and refund me, what's the big deal????? If you care about your Revdex.com rating and your company name, you should REALLY take this car back. That is the ONLY resolution hereSee attached pics of overspray, misaligned body parts, missing screws and evidence of adjustments. Also see pics of salesman's texts to me telling me the car is mint, not even any paint chips. Not enough room for me to add all the pics. I have plenty more texts from salesman, and pics of car. The car was supposedly purchased on the 26th, true, but not picked up by me until the 28th, and I was 400 miles from home.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because: We were decieved by ther salesman. I asked if we could return the vehicle the same day as purchased bcuz of these issues & were told no. We are not concerned about catalytic converter, our main issue is the door locks. We feel that the dealership should have made that repair before advertising the vehicle for sale & putting it on the lot. Thats just bad business to sell vehicles that have obvious issues. We are not willing to buy parts as it shouldve been repaired before we bought it.
Regards,
[redacted]
I have attached forms from the original deal file.. The form shown as "we owe" would be where if any promises were made before the customer signed to show if we owed any type of repairs.. The other form is a "buyers guide" the customer signed that shows that the vehicle was purchased as is. The other form is an email the customer sent to me direct after I responded to his Revdex.com complaint. I feel all this should have been stated in original complaint and not after I showed that we would do work on this vehicle at no charge. Luna Car Center will keep its original offer only if the customer accepts this offer positively and that will close out any and all requests to this complaint. Luna Car Center has no problem with doing the labor for free and customer purchases the part or parts needed on other request. We here hope this remedy will make all parties happy and we look forward to hearing back soon! Thanks..
DEAR SIR, I WOULD LIKE TO START BY SAYING AND HAVE ATTACHED A COPY OF AUTO CHECK REPORT AGAIN WHICH SHOWS THAT THE CAR WAS NEVER INVOLVED IN A WRECK YOU HAVE TO UNDERSTAND THAT ITS A 9 YEAR OLD CAR BOUND TO HAVE MINOR WEAR AND TEAR .THE SAME MODEL OF THE CAR IF YOU BUY NEW ITS ANY WHERE BETWEEN $80,000 TO $90,000 SECONDLY ABOUT THE HEADLIGHTS THEY WERE FINE WHEN THEY LEFT THE DEALER SHIP BUT IN GOOD FAITH [redacted] OUR SALES MANAGER ASKED YOU TO BRING IT BACK SO WE CAN FIX IT FOR YOU HE NEVER IGNORED YOUR CALLS TILL THAT POINT WHEN YOU STARTED COMPLAINING US WITH FALSE ALLEGATIONS ABOUT THE BEING WRECKED AND WE WERE LYING AS YOU HAVE SAID EARLIER THIRD AND LAST THE TEXT MESSAGES BETWEEN YOU AND THE SALES AGENT SAYING THE CAR WAS IN MINT CONDITION THAT APPLIES TO A 9 YEAR CAR IN SUCH GREAT CONDITION AND ANY WAYS YOU INSPECTED THE CAR SO THOROUGHLY IN GOOD AMOUNT OF LIGHT AND YOU WERE HAPPY AND SATISFIED I AM VERY SORRY TO INFORM YOU THAT WE WILL NOT TAKE BACK THE VEHICLE AND WE HAVE ALSO ATTACHED PICTURES OF THE CAR BEFORE IT LEFT THE DEALERSHIP IN GREAT CONDITION INSPECTED BY YOU WE HAVE DONE OUR VERY BEST TO RESOLVE THIS ISSUE BUT YOU ARE COMING UP WITH FALSE ALLEGATIONS AGAINST OUR COMPANY THERE IS NOTHING MAJOR WRONG WITH THE VEHICLE IT WAS SOLD AS IS ,YOU INSPECTED IT AND WERE SATISFIED THANK YOU FOR YOUR BUSINESS WE REALLY APPRECIATE IT BUT THIS IS THE BEST WE CAN DO IF YOU HAVE ANY QUESTIONS FEEL FREE TO CALL US