MCMC Auto

As previously stated, documentation is in file that clearly shows the customers knowledge of the product at time of deliveryIf she wishes to return the vehicle, that is certainly her choice but it will be reflected as a voluntary surrenderIf she would like to get her own full coverage insurance listing MCMC Auto as lienholder, she is certainly within her rights to do so and we will close out the optional CPI protection that she elected at the time of deliveryAs a gesture of goodwill, I will provide a discount on payoff of the vehicle for the $that she has paid in toward the CPI, up to this point, once a full coverage policy is producedNo actual monies will be exchanged, we will simply close account as paid in full once the account reaches a payoff balance of $

The conversation regarding the payment arrangement occurred on 4/The agreed upon date, that was specifically stated was Saturday 4/9/When the payment was not made, we waited several days prior to assigning for repossession.Please note that not only was the account delinquent, but the vehicle was not properly covered by insuranceIn addition, we continue to be verbally harassed by Ms***Ms*** has called in cursing at representatives and threatening to "blow us up". We take pride in our ability to work with people to establish or re-establish credit and we provide quality vehicles and back those vehicles up with warranties to ensure customer satisfaction.

We had our first notification from Ms*** in June regarding the vehicle and issues she was experiencingMs*** spoke with the Service Advisor at our Burleson location at that timeHe identified the vehicle as being covered by an extended warranty as well as roadside assistanceHe referred
her to an outside repair facility in Fort Worth that handles warranty items as well as the process for roadside assistanceWe followed up with Ms*** from 6/until we finally spoke with her on July 6thAt that time Ms*** indicated that she was not willing to pay for a vehicle that is not working, we transferred her to the same service advisor from 6/He went over the process to get the vehicle to the facility. Ms*** had a warranty as well as roadside assistance in order to get the vehicle to the repair facilityI don't think it is fair for Ms*** to file a complaint against us and request a refund without allowing hte repair facility the opportunity to determine the issue and repair. From reading the previous notes, the issue was more with Ms*** not having the time to address the situation and stating that if the vehicle doesn't run, she was not willing to pay for it

The contracted rate was 15.9% with an effective rate of 15.09% which is stated on the contract attachedI would like to see a copy of the contract that Ms*** is referring to.We have a set interest rate on all deals of 15.9% and the effective rate changes slightly depending on the number of
days to first payment

I spoke with the customer this morning prior to receiving this complaintReviewed the issue, and I believe we have addressed everything in the complaint.There was a lack of communication between Tony and Mark regarding the tank of gas which I approved last weekAs for the detail, Ms***
indicated to Mark that Tony promised a "full detail", which is something that we never doWhen we contacted Tony, he indicated that he advised it would be "cleaned up" As far as the part goes, it is very common for the throttle body to get stuck open and cleaning with compressed air corrects the problem very often, the mechanic would not be able to know that it was going to failThe new part was ordered and has been delayed by the manufacturer. The vehicle is currently being test driven to ensure all codes are cleared and it is operating properly, the vehicle will be full when returned to Ms*** and the vehicle will be washed.

We have been in contact with the customer regarding the disputed informationWe purchased the vehicle on 5/15/through a rental fleet providerIt is our policy to never purchase or sell vehicles that have had serious damage and never to sell vehicles with structural issues.The report I have
attached was generated this morning showing no issues with the vehicleThis report is also run at the time of inspection when we take delivery from our vendorMs*** is indicating that the information she was provided from the dealership was through CarFax We requested a copy of that report from Ms*** but she did not provide us with a copy.The vehicle has a clean title, if there was structural issues to the frame, and was deemed salvage, the State of Texas would have not issued a clean titleThe vehicle would have been issued a salvage title to ensure that anyone, regardless of whether they use a vehicle inspection service would be aware of any issues.Ms*** is stating that she was informed that there was structural damage, this information was provided to her by a salesperson at the Dealership she attempted to trade the vehicle toStructural damage is not frame damage in all instances, structural is a term used to define any damage to the structure of the vehicle Again, the reporting we use did not reflect that today or at the time of delivery Any newer vehicle with low miles still has a significant amount of depreciation in the vehicleTo attempt to trade a vehicle after only months of payments on a month term is very difficult due to the continued depreciationTypically, a month term vehicle is not to break even until it reaches halfway through the loan due to the nature of financing.We did offer to trade her out of the vehicle with $to offset the depreciation, this was still going to put us in a position where we would lose money on the deal, but her satisfaction was our top priorityWe were going to initiate a new loan with no down payment with the exception of the County UPTV fee of approximately $ In addition, we offered her a discount off the payoff in the amount of $as a gesture of goodwill if she decided she did not want to trade the vehicle.If Ms*** would like to discuss taking the vehicle to an agreed upon third party Collision Repair facility to inspect the vehicle, I would be more than happy to pay for that service to ensure that the vehicle is safe to drive

A copy of the tow bill was forwarded to Ms ***' email address and I spoke with ehr personally regarding the offer being rescindedWe are not going to respond further to this complaint

Complaint: ***
I am rejecting this response because:We purchased this vehicle at the time of MCMC closing so I don’t know if the salesman was rushing but we specifically asked about this insurance we asked the salesman if this insurance would cover us if we got pulled over and he said YES *** had us watch the video while he went to go pick up the vehicle from another location and the video actually froze and stopped so we didn’t even watch the full video this company had been a joke since I got this vehicle I want to be let out of my contract and cut all dealings with MCMC.
Regards,
*** ***

We have already sent the requested document to Ms*** via email, attempted to call her without response, I left a voice mail as wellWe are not attempting to deceive anyone and at this point, I am no longer going to provide the offer to satisfy the account as paid in full

We were made aware of Mr***'s condition and we were unable to refinance to lower the payments due to the fact that he was not in the vehicle long enough for that to make any significant difference int eh payment amountIn lieu of rewriting the loan, we did accommodate him with a deferral of
payments on the account and have attempted to work with him with regard to the loanWe have received a total of $in payments since November 11thThe last payment we received was on 2/17/This was only after we assigned the account for repossession earlier in the month and the customer was aware of that factWe did place the account on hold with the understanding we would receive payment again by the 3rdSince no payment was received, we released the hold on the account and it was secured on 3/6/2017.At this time, we are not going to reinstate the loan basedWe are of the opinion that we have exhausted all remedies and attempts to assist Mr***We did speak with him today and he advised us that he did not receive his check in time to send us the payment as he agreedHowever, this call was only after we repossessed the vehicleMr*** did not call us to advise us that there would be further delay to the original agreement that was made with him on 2/

First off, I would like to apologize for the way this was handledI spoke with *** at the Branch location who should have handled this issue immediately on SaturdayHe indicated that he simply forgot to call Mr*** backI advised him that was not acceptable and we need to do betterHe now
has the information required to handle a call immediately and I also stated we should never have to call a customer back in this type of circumstanceAs for the issue with the tow on Monday, we were working to get this resolved with the extended Service CompanyThey were indicating that the vehicle did not have coveragethis is simply not true, but in the interim we are having the vehicle towed in at our expense.As for the vehicle being serviced, *** already addressed that it would be serviced, regardless of whether the account was current or notregarding the issue with the vehicle, until we get it in and it is diagnosedWe will not be providing any refund of the initial investment in the lease at this timeIf it is determined that there is significant issues with the vehicle that will result in its inability to perform, we will address that with adequate remedies.If Mr*** wants to simply walk away from the lease at this time, I would offer him an early termination of the lease without penalty

The arrangement for payment for 4/is the one referred to by Ms***This payment failed to go through, we attempted to contact her via phone, text and emailThe account was not assigned for repossession until 4/24/since we did not receive any return phone calls or emails regarding the
situationThe account is now payments past dueWe work very hard to not repossess vehicles, but communication is critical when things happenWe did attempt to make an arrangement with the customer for at least a partial payment of what was past due as of 4/but she was unable to do so, we agreed to a double payment on 4/which failed to be honored by Ms***Since the date of purchase, we have made numerous arrangements with Ms*** when the account fell past due, some were kept, others were notThe account is currently days past due, for a total of $plus repossession and storage charges.

I have reviewed the recorded phone calls we have regarding the contact with our Customer Service DepartmentAt no time did anyone advise her to pay or be repossessedWe made repeated attempts t o contact Ms***Our records indicate *** attempted contact on at least occasions to get the vehicle brought in for repairThe Roadside Assistance would have brought the vehicle over to usRoadside Assistance needs to be initiated by the customer, they will not move a car at our directionMs*** failed to make even the slightest attempt to get the vehicle brought to usWe assist many people everyday with repair issuesThe accusations being made in her response are unwarranted and untrue.

The vehicle was sold as pre-owned, and does have a warranty on the powertrain, but the warranty has nothing to do with OEM floormatsThe offer for after-market floormats is still available, as was at the time of the saleThey are brand new floormatsEven if we provided OEM floormats, they would be from a vehicle that was delivered to us that had existing floormats, they would not be newWe still have the request for OEM floormats and as soon as we receive a similar vehicle that has floor mats we will be more than happy to provide them

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
I would like the remainder of my lease terminated with no penalty to myself.
Regards,
*** ***

Ms*** did purchase a Hyundai Sonata on 1/16/with a down payment of $At the time of the sale, our Customer Service Department reviewed the terms and payment dates with herWe set up all payment to be paid semi-monthly not bi-weekly, and this was discussed with Ms***Pay
dates along with due dates were discussed and determined to be acceptableOn 2/6/when Ms*** was to make a payment, she notified our Customer Service Department that she was waiting in IRS funds to be deposited into her account and an arrangement was made for paymentOn 2/9/16, Ms*** communicated with our Customer Service team and started autopay for the 21st of February, again, taking into consideration her pay dates and our policy of setting up semi-monthly payments.On 2/the vehicle in question was at the Hyundai dealership for evaluation of a motor issue, an issue that Hyundai has experienced in the past with similar vehiclesIn some cases Hyundai has been willing to replace the motor at no chargeUnfortunately, Hyundai indicated that this would take 4-weeks to complete and to date is still not completed.It was determined at that time, that we needed to place Ms*** in another vehicle, we replaced the Sonata with miles at the time of sale with a Elantra with only milesThe entire down payment was placed on the new vehicleI am not aware of why Ms*** feels that was the only vehicle available to her and the offer to refund her down payment was made at the timeThe choice of vehicles were only limited to specific price points.It should be noted that when Ms*** went to get her items out of the Sonata, the Hyundai store notified us that the battery was also removed from the vehicle and they were going to charge us over $for a new battery so they could fix itWe were able to resolve this matter, but it should not have been an issue to begin with.In addition, it should be noted that a male accompanying Ms*** to our location at the time of the vehicle replacement physically assaulted our Manager, MrMark Cochrane by poking him numerous times in the chest and threatening MrCochrane if he did not make things rightMrCochrane informed them that he would contact the police regarding this if it continued.In the new account on the Elantra, Ms*** was required to carry full coverage insurance, to include Comp and Collision, or elect for our Collateral Protection InsuranceShe elected our CPI product, we credited the CPI account for $of the initial $paid toward the Sonata, but she refused to pay the CPI stating she had her own full coverage insurance, We attempted on numerous occasions to get the information regarding her outside insurance so we could update the records and close the CPI account and she failed to provide this information.Without proper insurance coverage in force and with payment being delinquent (3rd semi-monthly) payment, it was determined that the account was in jeopardy and repossession would have to be initiatedWe initiated repossession and secured our unit. It was decided that we would not be willing to reinstate the loan based on the payment experience we have had with Ms***My employees were physically assaulted and verbally threatened and it is not a situation that anyone should have to endureAs a result, we are not willing to continue with the financing of the vehicle.We followed proper procedures throughout, replaced the vehicle as requested in an effort to maintain a positive relationship, but in the end, we just were not able to create a situation that we feel was beneficial for both parties as well as maintain a safe environment for my employees to work.

Complaint: 1***
I am rejecting this response because: you could have been more understanding to the fact that it was a quick mistake through the automated systemMore than anything Apologized for your horrible customer service representatives that ive had to deal with
Regards,
*** ***

We have original title that is not reflecting as salvagePulled TxDot records and the vehicle is not reporting as salvage, which if it were reported as total loss would reflect as suchPulled AutoCheck report and there is no indication of issues relating to wreck or frame damage.Our records also
indicate the customer is carrying full coverage insurance so I am unclear as to who is not covering the vehicle due to "total loss" and what they are basing that decision on.We have reported credit history to all three credit reporting agencies, last data transfer was on 12/and that was data through end of NovemberDecember data transfer is scheduled for January 15thIf there is something missing on the credit reports, I would ask that a copy of the bureau in question be provided to us for review.We have been in contact with Mr*** and offered to let him out of his contract with no negative reporting on his credit and not owing us any additional moniesWe will not issue a refund of any monies but will release him from future obligations

A copy of the tow bill was forwarded to Ms ***' email address and I spoke with ehr personally regarding the offer being rescindedWe are not going to respond further to this complaint

When the account was initially set up for semi-monthly payments, we did adjust the account to pay double payments int he amount of $via autopayShortly after setting that up, the payment failed, which caused the account to revert back to a semi-monthly payment status and also be past dueSince
that time, we have been receiving semi-monthly payments and we have attempted to reset tot he monthly, but that would require the account be paid ahead to avoid a late chargeThe information provided was accurate in so far as to advise of the late charge and we would certainly accommodate that request.Based on this complaint, I went ahead and deferred a payment to bring it current, set up the autopay to begin on the 16th of the month, which technically will be past due day every month but will have no impact on the account as far as additional feesIf the payment does not successfully run for some reason, it will wind up past due and there could potentially be late charges or fees to process one-time payments to get back on track.Thank you for bringing this to my attention, I will coach my representatives on making solutions easier for our customers