Marvin K Brown Auto Center Inc

We were originally told that the customer wanted to register the vehicle in Florida.  We did a title only in California for the lienholder.  Mrs. [redacted] came into the dealership 3-4 weeks ago with a blank form for a Florida registration.  This was brought to me for my...

signature.  I brought the form to the window and explained to Mrs. [redacted] that the form would need to be filled out before I could sign it.  I was willing to fill out the form but Mrs. [redacted] became angry and took it back from me saying "never mind, her husband could get this accomplished at the base".  She walked away, taking the form with her.Last week she called and spoke with a sales manager, [redacted].  She was angry that she had not received her California registration!  Since we believed she was going to register the vehicle in Florida, we had not registered it in California.  [redacted] informed us of this request so we completed the California registration on August 24th and mailed it with the plate immediately thereafter.I sincerely apologize for any miscommunication on my part.  We would have been happy to complete the Florida form and sign it but it would have taken a little time and Mrs. [redacted] insisted that I should just sign the blank form.

When a customer elects to take cash back on a trade-in instead of applying that amount to the new purchase, our policy is to release those funds when we receive the title.  This is standard policy in all dealerships because payoffs are sometimes quoted in error.On Sept. 24th, the salesperson...

came to me to inquire on behalf of Mr. [redacted].  We still had not received the title from San Diego County Credit Union.  Apparently, the check had been misplaced by them and a second one had been sent later.I was able to verify with the DMV that the lienholder had released it's interest in the vehicle and that a title would be coming.We released the check to Mr. [redacted] at that time.I sincerely apologize for the miscommunication by the salesperson and the salesmanager.  It is our goal to treat all our customers with honesty and the utmost in courtesy and it appears that we feel down on the job this time.  Payment has been made but if there is anything I can do to make this situation better, please let me know.

The complaint was filed on March 8, 2016.On March 10th, Mr. [redacted] brought the vehicle in and we replaced the radio with a new one.  As far as we know, that resolved his issue.

3/12/15Revdex.com[redacted]
[redacted]Attn: [redacted]Re: [redacted], Complaint #[redacted]:We have reviewed Mr. [redacted]'s invoice and the invoice he emailed me regarding the repairdone 6 weeks and 3800 miles later. The two repairs are...

unrelated. Unfortunately, theremay be some confusion due to the fact that the sensor replaced plugs into the top of thefuel pump module the other dealer replaced. The other dealer could not give Mr. [redacted]credit toward the repair because the sensor and the vent valve (located in a different areaoftbe truck) did not fail. The fuel pump failed, so Mr. [redacted] is responsible for the cost ofthe repair. We are unable to reimburse anything from the manufacturer for part warrantyfor the same reason the other dealer could not.Mr. [redacted] has a vehicle with high mileage that had another problem, and likely will haveother problems as time and mileage accrue. The warranty on the parts we installed is still12 months / 12,000 miles and the fuel pump module installed by the other dealer has alimited lifetime warranty. If any of those parts fail during the warranty period he iscovered at any GM dealer.Sincerely,[redacted]Service Manager.Revdex.com ID# [redacted]

Review: so I recently purchased a new vehicle from Marvin k brown. Very happy with the service until it came to talking about transferring my tags to my new car from my old. They were somehow dumbfounded that I wouldn't want California tags. So after lengthy discussions I decided to just get the California tags and ask them to fill out the paper work to help me transfer them. They told us that the dmv clerk was not there and to pickup in 2days. So two days later they still haven't not filled out paper work and now refuse to. So then today is August 17th I still don't have a California tag but I paid for one on July 8 th when I bought the car. There response we thought you were transferring tags so we didn't order you one.Desired Settlement: I would like my California tag as I paid for it and I would like the dealership to transfer my Florida tag since they dropped the ball and have inconvenience.

Business

Response:

We were originally told that the customer wanted to register the vehicle in Florida. We did a title only in California for the lienholder. Mrs. [redacted] came into the dealership 3-4 weeks ago with a blank form for a Florida registration. This was brought to me for my signature. I brought the form to the window and explained to Mrs. [redacted] that the form would need to be filled out before I could sign it. I was willing to fill out the form but Mrs. [redacted] became angry and took it back from me saying "never mind, her husband could get this accomplished at the base". She walked away, taking the form with her.Last week she called and spoke with a sales manager, [redacted]. She was angry that she had not received her California registration! Since we believed she was going to register the vehicle in Florida, we had not registered it in California. [redacted] informed us of this request so we completed the California registration on August 24th and mailed it with the plate immediately thereafter.I sincerely apologize for any miscommunication on my part. We would have been happy to complete the Florida form and sign it but it would have taken a little time and Mrs. [redacted] insisted that I should just sign the blank form.

Review: Service to vehicle involved warrantied parts. Said parts failed and have reached out via telephone twice and email four times. No response from service or parts to my inquirey. However I now receive 3-4 emails a week from the sales department. Been going on for 3 months!Desired Settlement: Discuss the parts that failed with the service department get a possible refund from the parts supplier.

Business

Response:

3/12/15Revdex.com[redacted]Attn: [redacted]Re: [redacted], Complaint #[redacted]:We have reviewed Mr. [redacted]'s invoice and the invoice he emailed me regarding the repairdone 6 weeks and 3800 miles later. The two repairs are unrelated. Unfortunately, theremay be some confusion due to the fact that the sensor replaced plugs into the top of thefuel pump module the other dealer replaced. The other dealer could not give Mr. [redacted]credit toward the repair because the sensor and the vent valve (located in a different areaoftbe truck) did not fail. The fuel pump failed, so Mr. [redacted] is responsible for the cost ofthe repair. We are unable to reimburse anything from the manufacturer for part warrantyfor the same reason the other dealer could not.Mr. [redacted] has a vehicle with high mileage that had another problem, and likely will haveother problems as time and mileage accrue. The warranty on the parts we installed is still12 months / 12,000 miles and the fuel pump module installed by the other dealer has alimited lifetime warranty. If any of those parts fail during the warranty period he iscovered at any GM dealer.Sincerely,[redacted]Service Manager.Revdex.com ID# [redacted]

Review: I purchased a vehicle from Marvin K. Brown on July 28th, 2015. As part of the purchase, I traded in a vehicle. The value of the trade was approximately $10k greater than the payoff amount to the bank, which was to be issued as a check to me. I was told at the time of purchase it would take at most ten days to receive the check. Twenty days after the purchasem I contacted the dealership by email with no reply. I then called the dealership that evening and was told that I'd receive a call the next day by lunch with an update. At 5 PM the following day I had not received a call and called them to check on the status of this. The individual I spoke to this time ([redacted], the sales manager) indicated that he would check on this and call me back "in ten minutes". Several hours later he left a voicemail stating that it was in the works and he'd call me the next day to let me know when to pick it up. [redacted] did not call.

Two days later I showed up to the dealership looking for [redacted] instructed me that they had not yet received the title from the bank, SDCCU. He said he would check when they would receive it and for me to have a seat. 45 minutes later [redacted] had not come back. I instructed the receptionist to have [redacted] call me. [redacted] never called.

Today, 8/21, I emailed [redacted] asking when I would receive my check. [redacted] said he would have an update for me on Monday. They have physical possession of my old vehicle and have been paid in full for the new vehicle. Failure to pay is tantamount to theft.Desired Settlement: Payment in full plus 5.0% interest.

Business

Response:

When a customer elects to take cash back on a trade-in instead of applying that amount to the new purchase, our policy is to release those funds when we receive the title. This is standard policy in all dealerships because payoffs are sometimes quoted in error.On Sept. 24th, the salesperson came to me to inquire on behalf of Mr. [redacted]. We still had not received the title from San Diego County Credit Union. Apparently, the check had been misplaced by them and a second one had been sent later.I was able to verify with the DMV that the lienholder had released it's interest in the vehicle and that a title would be coming.We released the check to Mr. [redacted] at that time.I sincerely apologize for the miscommunication by the salesperson and the salesmanager. It is our goal to treat all our customers with honesty and the utmost in courtesy and it appears that we feel down on the job this time. Payment has been made but if there is anything I can do to make this situation better, please let me know.

Consumer

Response:

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I purchased a used truck at Marvin K. Brown 2/15/15. Throughout the transaction process, the sales and finance team insisted that I use my old home address as it would look better when applying for credit. At first, I was hesitant because I didn't want any delivery issues especially with registration, etc. They assured me that everything would be fine and they would have my registration mailed to their location and contact me to pick it up. I was completely fine with this and continued to proceed with everything.

Months had passed and no phone call, so I contacted them to find out the status of the registration. They told me they would look into it and give me a call. Never received a call and as time passed I soon forgot all about it. Yesterday, 7/21/15, I received a "Notice of Delinquent Renewal" from DMV with a penalty fee of $287. First thing I did was contact the Marvin K. Brown dealership to find out what was going on. The sales manager stated that the person in charge of DMV processing was out for the day and he would contact me first thing the next day to see if he can help me. Similar to several times in the past, I didn't receive a call back. I contacted them again today, 7/22/15, at 2:30pm and spoke to another sales manager. He stated that they had my registration at their office. When I asked why they never contacted me, he stated that they had it sent to my old address by accident and he's not sure why I wasn't contacted once it finally arrived at their location. He also stated that even with this error, they would not be responsible for the $287 penalty fee on my registration and that I'd have to deal with DMV.Desired Settlement: Reimbursement for $287 late penalty fee.