Menlove Auto, LLC

This customer was leasing a used vehicle that is sold “as is” with a year 30k mile warranty on the engine and transmission Customer had called a couple of times requesting to trade into a different vehicle, told her that we do not trade vehicles and she needs to keep the one she bought She had a few concerns a month after purchase, so we had her bring the vehicle in to have our warranty mechanic look at it for her Our mechanic repaired a brake fluid leak, balanced and checked the front tires for leaksNo longer has bouncing problem, no shifting issues detected There is not water in the oil All repairs were done as a courtesy and no expense to the customer She was also given a courtesy loaner vehicle while hers was in the shop The Warranty Mechanic later asked the customer if there was really anything wrong with her vehicle, because most of her concerns seemed made up She told him that she hated the vehicle and just wanted a different one A month later she called and said that it was overheating and that she thought it still had water in the oilShe also had a window that would not always go back upShe wanted to trade out of the vehicle When she came in, the manager told her that we needed to have the mechanic diagnose the vehicle If it could be repaired, we would help her with the repairs, but we do not just trade into another vehicle This is the one she purchasedThe customer was told several times that she needed to call our mechanic and schedule it in for him to look at, so we could help her She never did She came into the store and wanted to trade the vehicle for a different one and was told we needed to have our mechanic evaluate her vehicle to see if it was a repairable concern She didn’t want to have her vehicle looked at by our mechanic; she just wanted to return it She asked if we would give her a different car and was told no We were willing to repair anything needed for the customer as a courtesy and no expense to her, but that is the vehicle she bought She signed voluntary surrender documents and had someone come get her The vehicle was sent back through our shop and diagnosed by our Master Mechanic He fixed a window regulator He did not find any overheating issues, no transmission issues and no water in the oil The vehicle runs great and has been test driven miles without any problemsThe customer paid a total of $towards the lease of this vehicle before voluntary surrendering itShe had it for two and a half months and drove it almost miles There will not be a refund to the customer and will reflect as a voluntary surrender on her credit We feel that we tried to help the customer with any mechanical concerns If she decides she wants to keep the vehicle, we still have it and would work with her to keep her in itPurchase date: 11/01/17, First repair: 12/04/17, Return date: 01/13/18Paid down payment: $ 1000.00, Paid car payments: $

I am responding to some concerns in your review I am sorry to hear that you think we have been dishonest with youI would like to clarify some of our processes for youThe used vehicle you purchased does come with a year 30k mile warranty that covers the engine and the transmissionAny other repairs are not covered by the warranty or by our companyWe do have a Warranty mechanic on staff to work on vehicles for our customers, If they don’t have a mechanic they useIf the repair is not something that he is able to resolve, we do ask that you take it to a dealer as they may be better equipped to diagnose certain problemsAs far as building credit for the lease you have with us, It sounds like there has been some confusion as to what exactly is reported on your credit Initially we only reported to the credit bureau at the end of the leaseWe have been working with one of the credit bureaus for almost a year to report credit monthly for our customersWe do have this improved service in place as of recent and feel that this will benefit our customersI am inquiring with the bureau to see if they will allow us to submit history for our customersThey did not accept history data when we tried to submit it earlier this year, but will capture it going forwardWe are constantly working to improve our servicesWe do appreciate your business and hope that this service will help you

This customer was leasing a used vehicle that is sold “as is” with a 2 year 30k mile warranty on the engine and transmission.  Customer had called a couple of times requesting to trade into a different vehicle, told her that we do not trade vehicles and she needs to keep the one she...

bought.  She had a few concerns a month after purchase, so we had her bring the vehicle in to have our warranty mechanic look at it for her.   Our mechanic repaired a brake fluid leak, balanced and checked the front 2 tires for leaks. No longer has bouncing problem, no shifting issues detected.  There is not water in the oil.  All repairs were done as a courtesy and no expense to the customer.  She was also given a courtesy loaner vehicle while hers was in the shop.  The Warranty Mechanic later asked the customer if there was really anything wrong with her vehicle, because most of her concerns seemed made up.  She told him that she hated the vehicle and just wanted a different one.  A month later she called and said that it was overheating and that she thought it still had water in the oil. She also had a window that would not always go back up. She wanted to trade out of the vehicle.  When she came in, the manager told her that we needed to have the mechanic diagnose the vehicle.  If it could be repaired, we would help her with the repairs, but we do not just trade into another vehicle.   This is the one she purchased. The customer was told several times that she needed to call our mechanic and schedule it in for him to look at, so we could help her.  She never did.  She came into the store and wanted to trade the vehicle for a different one and was told we needed to have our mechanic evaluate her vehicle to see if it was a repairable concern.    She didn’t want to have her vehicle looked at by our mechanic; she just wanted to return it.  She asked if we would give her a different car and was told no.  We were willing to repair anything needed for the customer as a courtesy and no expense to her, but that is the vehicle she bought.  She signed voluntary surrender documents and had someone come get her.  The vehicle was sent back through our shop and diagnosed by our Master Mechanic.  He fixed a window regulator.  He did not find any overheating issues, no transmission issues and no water in the oil.  The vehicle runs great and has been test driven 250 miles without any problems. The customer paid a total of $1421.63 towards the lease of this vehicle before voluntary surrendering it. She had it for two and a half months and drove it almost 2700 miles.  There will not be a refund to the customer and will reflect as a voluntary surrender on her credit.  We feel that we tried to help the customer with any mechanical concerns.  If she decides she wants to keep the vehicle, we still have it and would work with her to keep her in it. Purchase date: 11/01/17,  First repair:  12/04/17,   Return date:  01/13/18Paid down payment:  $ 1000.00,    Paid car payments:  $  421.63

I am responding to some concerns in your review.  I am sorry to hear that you think we have been dishonest with you. I would like to clarify some of our processes for you. The used vehicle you purchased does come with a 2 year 30k mile warranty that covers the engine and the transmission. Any...

other repairs are not covered by the warranty or by our company. We do have a Warranty mechanic on staff to work on vehicles for our customers, If they don’t have a mechanic they use. If the repair is not something that he is able to resolve, we do ask that you take it to a dealer as they may be better equipped to diagnose certain problems. As far as building credit for the lease you have with us, It sounds like there has been some confusion as to what exactly is reported on your credit.  Initially we only reported to the credit bureau at the end of the lease. We have been working with one of the credit bureaus for almost a year to report credit monthly for our customers. We do have this improved service in place as of recent and feel that this will benefit our customers. I am inquiring with the bureau to see if they will allow us to submit history for our customers. They did not accept history data when we tried to submit it earlier this year, but will capture it going forward. We are constantly working to improve our services. We do appreciate your business and hope that this service will help you.