Matthew Kirby / Movoto, Inc.

On June 17th, Mr *** came to *** *** and purchased a *** ***. The truck was a recent (less than a week) trade in and hadn't made it through our service department yet. After the truck went through the service department Mr*** took contracted on the truck
and took it home. I met Mr*** last month (July) and he was telling me that we sold him a truck that had been in a wreck and his truck would no longer pass a state inspection. I personally worked with him to get all the details and what we could do to ease his concerns. He had a "history code" (a warning that something had gone wrong) that needed to be cleared and reset. We removed the code (at no charge to him) and asked him to drive the truck for a week so that we could see if the code came back. When a code has been tripped, the only way it will pass inspection is to reset the code, have the customer drive the vehicle for a full "drive cycle" (most of the time or starts/stops) and then bring it back in and make sure the code was not tripped again. Mr*** has not brought the truck back to us to check the code. He can also take it to any state inspection office and they can check to see if code has been tripped.When we sold him the truck, we were unaware that the vehicle had been wrecked. We pulled a *** for him and nothing had been reported. It wasn't until he came back that we found out that it had been wrecked. After investigating the *** (July 2016) it was determined that the truck has minor damage that happened when it went into a ditch. The damage was fixed BEFORE it was traded in and Just as Mr*** didn't realize there had been any previous damage, neither did we. However, I sat down with him to try and help him get into a brand new *** because it had 20% rebates on it and that would help him keep his payments low. Those payments weren't low enough for him so HE found a pre-owned truck online at one of our sister stores so I had it brought over here for him to look at and purchase. Before I brought the truck in I told him that the truck was a more expensive truck because it was a wheel drive, but he was still interested. When the truck arrived, he looked at it and said the under carriage was rusted and that he wasn't interested so he didn't purchase the truck. He instead drove off in the one we fixed in service. The only price difference was about $and it was because it was a 4X4.If there are any other questions please give me a call. Thanks

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.
The details of the complaint are not being addressed. They are only providing a generic response with not intention of resolving a dispute.Regards,
Tim S***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. According to the response there is no offer being presented to resolve my complaint, only an allegation that I want a New *** for the price of my This is completely falseI was never given an option and was never asked how I would like them to resolve the issueAfter being informed that they were pulling the engine I had had enough and quite honestly had given up on the *** altogetherThe dealership only offer to me was to do a trafor a vehicle without the features I have grown accustomed to with a higher price tag which equals a higher car note for me and their selling point was "it's a 2015"I never asked them for a ***
When I initially came into the dealership for the very first time, my intention was to purchase a new ***When I saw the vehicle I was not pleased with the bodyMike D*** decided to show me the *** *** Certified Pre-ownedHe explained what Certified pre-owned meant and the benefits that came with the purchaseI was ready to make a dealWith the understanding that it was certifiedI would have never made the purchase if I thought for one second that I would have to bring the vehicle in once a month for issues or even have the engine pulled at 50,miles for that matterI am fully aware of the cost of a vehicle with the features my vehicle has as a I am also aware that a new with a few of those loved features includes a higher note for me. I made the purchase with the comfort in knowing it was certified by them to have been inspectedI Never intended or wanted to be in a position to have to trade in the vehicle after only months or taking a second hard hit on my credit report after only months.
I made contact with the owner of the dealership, MrBert B*** and he assured me that he would return my call in minutesThat was a week ago and my call has yet to be returnedThat is horrible customer service as a owner, to not even give me the common courtesy to return my callIn his commercials where he states " We treat you better". I completely disagreeThere is only so much the salesmen and the technicians can do to soften the obvious issue here. That vehicle should have never been sold as a certified pre-owned vehicle which I am certain increased the cost to me to label it certifiedAt this time I am completely dissatisfied.
I never denied the fact that yes they take the vehicle without hesitation to make the necessary repairs to fix the issue causing the problemMy concern is the number of times I have had to bring the vehicle in for repairsThe last issue with the vehicle was the water leaking inside the vehicle and the oil leak which ended in the engine being droppedThis is a major issue and concern for me as a consumer and the owner of this vehicleI am aware that this car is a used vehicle I was also under the impression and was reassured that the vehicle was "CERTIFIED pre-owned" which took away some of my fear of purchasing a used vehicleAccording to *** Certified Pre-owned means that the vehicle has been inspected under the point vehicle inspection and reconditioning process and it was not my every day used vehicle and was certified by the dealership to be in good running conditionGood running condition is not the inconvenience of coming into the dealership once a month or more for major issuesAs I type this response my vehicle is in their shop for a ticking noise which did not exist prior to the engine being droppedThey have had it since 6/23/and I am in a loaner
The only option given to me was to trade in the car that I initially purchased for a vehicle with little or no features at a higher cost to me with the luxury of saying it's a *** is offering me the same exact offer any car lot would offer me, a trade in on a vehicle after only six months which gravely affects my credit going forwardI will be left upside-down on my payments no matter what. This resolution is unacceptable and extremely unfair to me

Customer has an appointment set for Wedto repair issue

Again Mr*** refused work and these continuous complaints have no meritIt is advised that Mr*** find other service departments to do business withIts unfortunate, but the owner of the vehicle is responsible for repairs and cost of repairs not the facility in which he takes itThe cost of repairs are the responsibility of the owner of the vehicle not Texan GMC Buick

Any issue that has been brought to our attention regarding service has been taken care ofThe real issue that we are running into is that a customer who purchased a Pre-owned *** is wanting to upgrade to a New 2015 *** with a substantially higher MSRP for the same price and or
payment point

On December 15, 2015 the customer traded a leased vehicle and represented the payoff to be 18138.16 and signed a payoff verification sheet stating that if the payoff is greater than this amount that the buyer agrees to pay Texan the correct amount. The payoff is actually 22138.68. So actually the...

customer owes Texan the balance.

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.  
The dealership is incorrect.  I have a copy of the two papers that I signed one stating the amount they were to payoff is $18,500 and the second one that they had me sign afterwards stating the lesser amount.  There is a recording of what happened which proves the events of this transaction as well.  I do not owe the money the dealership is claiming.  They owe me.  They should not be able to take advange of me as the consumer against a big corporatiin.  The payoff the dealership agreed to pay for my vehicle is $18,500.  This dealership is taking extreme advantage of a customer.  y never explain[Provide details of why you are not satisfied with this resolution.]
Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
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 made an impulse decision to purchase a truck with far less features, due to frustration with all the issues with my truck. The financial details in this new purchase would have affected me financially and my credit down the road. My payments were higher for a longer period of time for a newer vehicle with less features. I decided I was done with [redacted] and returned their 2015 [redacted]. I am grateful they agreed to the return and release me from the contractual agreement. My 2012 [redacted] is covered shall any more issues arise I will simply have it repaired.

Again as the complaint states, we were to pay off $18,500.00. unfortunately the payoff is substantially higher than that amount which the customer was to be responsible for.

[redacted] called the dealership and said that she was interested in purchasing the new [redacted] after all this and we agreed on a price and payment. After all our efforts to satisfy Miss D[redacted] she decided on a purchase and took delivery of her new vehicle. The evening she took delivery she stated that all was well. The next day she informed our service dept. that she did not want the new vehicle and that she was going to return it for her trade in vehicle. We decided to go ahead and with as per her wishes to back the deal out and return her to her trade in vehicle.

Mr. [redacted] came in on December 8, 2015 and requested from Aysa A[redacted] at Texan GMC Buick to have his cooling system diagnosed to see why they weren't working. Meanwhile the BDC center called Mr. [redacted] to see if he would be interested in trading his 2007 GMC [redacted], Mr. [redacted] stated that he...

would be buying 2 new vehicles in the near future, but he had a repair bill for replacing hoses on his 2007 [redacted] that he was not happy with and would like us to cover his bill if we wanted to sell him 2 vehicles. Unfortunately service and sales are two different departments and we are not obligated to cover repairs because a customer states that in the near future he will be purchasing additional vehicles. The estimate that Mr. [redacted] was charged was by the labor time guide plus the cost of parts that he approved by phone ( repair for the horns was declined, which he had originally told Aysa to repair when the vehicle was dropped off and was told by Aysa that we should get an estimate first for him to approve). Mr. [redacted] came in to pick up his vehicle after repairs were completed and expected the repair bill to be taken care of. Mr. [redacted] never spoke to the sales dept. about the purchase of 2 vehicles, only the BDC center.