MCMC Auto

Not sure where this can be placed in the record, but this is the repairs that were done on the vehicleWe do not do repairs in house, everything is sent out to reputable outside shopsIn this instance, there was an extended recall that delayed us slightly, 2-days, waiting on manufacturer to
authorize or decline, they ultimately declined, warranty company paid the claim but were initially refusing until the got the decline from the manufacturerThe amount of work that needed to be completed was pretty intensive, including machining of headThat was sent out to a specialty shopWhile we try and give customers estimates on time to completion, there is never a "set in stone" time providedIn addition, the customer has the ability to get reimbursed for rental through the warranty company, not sure why Ms*** did not utilize that portion of her benefits Our records indicate vehicle brought in 12/and ticket closed 12/In my opinion, based on the amount of work, we did the best that we couldI am going to retrain on setting expectations with customers through the service experience Thank you

We will be contacting Mr*** regarding changing vehicles as a gesture of goodwill.

I reviewed the Condition of Sale and there was nothing promised to the customerI spoke with *** ***, the salesperson*** indicated that the customer wanted floormats and an Owner's Manual*** advised the customer that he could provide a set of aftermarket floor mats, but the customer
wanted OEM floormats.We do not purchase OEM floormats for any of our vehicles, *** advised the customer that if he wanted OEM mats, he would have to wait until a vehicle came in that still had OEM floormatsWe have not received any inventory up to this point that has the floormats int he vehicleThis is a hit or miss thing, and the customer was advised that it may take some time*** has been texting the customer to let him know that the mats still are not available*** did secure an Owners Manual and he has it available for the customer.If the customer would like to take a set of aftermarket floormats, we would be more than happy to provide themIf he wishes to wait until we get a vehicle in that has OEM floormats, then we will have to wait until we get one inI apologize for the inconvenience, but the cars are pre-owned and, as such, do not always have OEM floormats.As far as his interaction with Customer Service, he did call in, and customer service notified the Sales Manager immediately of the issue, but as stated, we have to wait until we get a vehicle in that has the requested OEM mats

I offered to not charge the fee that I incurred from my bankIt is unclear to me how or what more that I could have done.?

We had arrangements with the customer that were made on 1/and had every intention of keeping those arrangements with Ms***In addition, we provided a deferral in December to assist with the past due issueHowever? on 1/23, we received notice of a returned check which changed the level
of delinquency on the accountWe attempted to contact the customer via phone number on file.? We continued to attempt contact with Ms*** for days, at which time we proceeded with repossession due to the lack of contact.? As far as me, the *** ***, declining her arrangement, this is not accuratehad the check return not occurred, her arrangements would have been acceptable to meWe did give Ms*** an opportunity to reinstate the loan but she declined.?

We have been in communication with Ms*** regarding the total loss of the vehicleThe towing and storage charges for the vehicle total $This includes storage charges that we incurred from the impound location the vehicle was retrieved fromIn addition, there was a past due insurance
payment due in the amount of $as well as a past due car payment that was due at the time of the wreck.As a courtesy, we are willing to provide any dealership that requires, a letter stating we are going to accept the outstanding fees as well as the CPI insurance settlement amount and waive any deficiency balanceMs*** is correct in stating that she has guaranteed Auto Protection that, in circumstances, would clear the deficiencyHowever, according to the police report, Ms*** was ? cited with DWI and as well failing to maintain liability insurance on the vehicleEither of those two infractions is cause for denial by the GAP company and we will not be getting any payment towards the deficiency balance on the loan from themWe will submit for a cancellation refund of the GAP premium, which will be prorated over the period of time that Msjoens had the vehicle.Our offer still remains that we will not pursue Ms*** for any additional deficiency balance and will report the account as satisfied if she pays the amount requiredAs far as a letter to that effect, we would be willing to work directly with any finance company or car dealership to provide them with documentation supporting the fact that the vehicle will be reported as satisfied.Regarding what has been reported to the credit reporting agencies, our records indicate that there has been repossession reported on her credit with regard to the accounts with MCMCIf that is incorrect, I would request that a dispute of the information be submitted to us to correctAgain, nothing to indicate it has been reported as repossessed.We can produce a letter for Ms*** once we receive payment from the CPI insurance settlement, the past due payments, as well as the storage and towing charges we incurred stating that the account is satisfied and we have communicated that to Ms*** alreadyI believe this is a very generous offer given the circumstances surrounding the total loss of the vehicle and the fact that we will be incurring a significant deficiency

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/

We have been in communication with Ms***She was in the other nightWe presented the options to replace existing vehicle with Mazda or Chevy SparkIn addition, the offer to defer payments in June and waive $off the existing vehicle payoff was also offeredMs*** informed us at that time that she would discuss with Mr*** and they would be in on Saturday to decide on options provided.As far as the gas, the vehicle was serviced at an outside facility, I am sure they had to test drive the vehicle after the repair, but I cannot speak further to the fact that Mr*** believes we used all his fuel.?

The vehicle was repossessed and a strict foreclosure notice was mailed to the address on file

While it states that the customer has rejected our offer, the content does state that she would be willing to allow us to send it off to a 3rd party Collision repair facility.I would like to send it to *** *** *** ** *** *** *** *** ** *** ***hThis appears to be the most convenient location to Ms***'s address as well as being a reputable Collision Repair FacilityWe will communicate with her our intention as well as a schedule an appointment that works for Ms***

I spoke with Ms*** in reference to the phone call she is complaining aboutI also reviewed the content of the call prior to speaking with herIn my opinion, there was definitely opportunity to handle it differentlyWe were not violating any FDCPA rulesI do believe Ms*** took
offense to some basic information that was provided to her regarding success in our programI did apologize to Ms*** in reference to the situationAfter continued expression of dissatisfaction, I did offer to refund Ms*** all of her money as a way to satisfy her concernsShe indicated that she would not be able to ever speak to someone in our Customer Service Department again, the offer was simply a way for her to remove her from a situation that she feels will continueI take every complaint we receive seriously and strive to make our department better when it concems to customer interactions.?

Complaint: ***
I am rejecting this response because:
I was told I was to late and yall close at six and I am attaching the proof I am tired of yall lieing sayjng I didnt try and come up there and that I didn't contact yall when I did I kept them informed and mark text me and told me it was to late when financial said I can pay in the morningYou guys are scammers liers and thievesI will never refer anyone to you all and give you bad reviews? Yall do not care about your customer's I had that car for a week and it wouldnt start tor two daysI want my bacl for the deposit and my insuranceYou guys stole my money and left me without a carKnowing ***? well I tried to pay
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business and the information provided is a lieThey advised me the DAY of my insurance is not accepted because they do not pay out claims and my insurance was effective it was not cancelled, MCMC employee *** emailed me saying my insurance would be accepted if I wanted to reinstate my vehicleThe day of trying to reinstate my account they were not willing to help me everyone was rude and gave me the same response which is your insurance is not accepted and you can not get your vehicle when the time of purchasing I NEVER received a list of insurances that we’re not accepted and no one advised me my insurance needed to be verified before reinstating my vehicle all I was told was they NEEDED A COPY of my insurance and I have proof.?
Regards,
*** ***

please refer to the contract regarding defaultIn addition,
we communicated with you several times throughtout the day and you told us repeatedly that you would be at our office to make the paymentYou failed to come in and we submitted for repossessionWe did not leave our office until 7:30pm and you never came inThe following day you were told it was too late because at that point we had already secured our vehicle.? ?

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

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
Regards,
*** ***

Complaint: ***
I
am rejecting this response because: After the company didn't provide the deferment on timeI was advised on Friday that I'd have the paper work, by Monday I had direct automatic withdrawals on my checking account, which I paid at the location, and they refused to complete the deferment unless I made another insurance paymentThis company is ridiculous and very untrustworthyEvery time I would speak with someone they would say, "oh well so and so should have advised of this additional payment." But they say they are trying to help me catch up but that is deceiving
Regards,
*** ***

? I have been in customer service for over years and this is such a simple fixI could understand if the car was an AS IS car but this car has a warranty and for a million dollar company to fuss over floor mats is beyond meIf I would have known it would take over months, I would have left the car and ask for one with floor matsIf you are going to sell a car with missing parts just let the customer know and offer discount on the car for not being fully equipped at least they can have an option to accept or rejectIf I would miss a payment and asked you to wait days for it I would not have a car.?

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 spoke with customer on 12/and requested documentation to show that she was unable to work for a period of timeWe never requested information relating to specific medical reason, simply documentation that could be reviewed for possible assistanceie Return to work letter? In addition,
the customer advised would be making a payment on 12/The last contact we had with customer was on 12/12, until 1/At that point the vehicle was out for repossession effective 1/On 01/we informed the customer that we were still not in receipt of the requested documentation.If the account has not been secured and we receive the documentation requested, we will certainly be willing to review and work out a solution that is agreeable to both the customer and usOnce the vehicle is secured, we will still be willing to reinstate the loan and return the vehicle to the customer once all fees and past due payments are made.Regarding third party over the phone transactions, policy requires any third parties that are not on the account to make payments in person to sign receipt to confirm authorization.?