Merlex Auto Group

RE: Credit Inquiry Removal To Whom It May Concern:Merlex Auto Group would like to remove a credit inquiry dated January on behalf of the above listed customer on their [redacted] Credit Bureau due to being a victim of identity theftWe would like for this to be taken care of as soon possible If you have any questions or concerns, please don't hesitate to give us a call on the number listed belowThank you for your consideration.Respectfully,Merlex Auto Group

05/25/2015Dear [redacted] , [redacted] came to Merlex Auto Group on January 8th, & he was looking for a pricier luxury vehicle but due to his age and credit situation he was not qualified for thatWe managed to get him qualified for the [redacted] at his interest Merlex Auto Group offered him a purchase order to get his own financing but he was not qualified for outside lendersHe asked the dealer if we could obtain financing for himBy [redacted] signing the purchase order where all the numbers prices and fees are shown and disclosed to himHe agreed to the terms of the matterHe signed all documentationHe was disclosed that if Merlex Auto Group was to get him financed, that there would be a chargeHe agreed to those terms [redacted] signed all documentation and took delivery of the vehicleMerlex, as a promise to the customer, obtained financing for [redacted] *** [redacted] stopped by the dealership about a month ago stating that his vehicle was involved in a collision and that the insurance company will only give him a certain amount for the vehicleThe fact that [redacted] did not agree to purchasing GAP insurance through the dealership after we offered him one means the dealership cannot do anything about that situation [redacted] is responsible for the difference in the amount of the payoff to the bankDue to the mistake he made months ago to not purchase the GAP he decided to show up not too long ago and make a complaintHe has been advised and disclosed every number to the penny, line by line on the purchase order he was asked to signMerlex auto group discloses on all advertisement that any vehicle listed or advertised, the prices exclude taxes, tags, processing, and any other fees as you can see via the attachment to this letter.Respectfully,Merlex Auto Group

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:We took the truck home and we drove it the next day which was a Sunday the light for the suspension system came on, I took the truck back that day and that's when they told me to take it to shop to get the work donethen the guy at the shop called and told me what it was going to cost to fix so I went pick it back upwe drove the truck from his dealership to our home and then back out to the dealership, right now the now the truck has been sitting because on the way back home the check engine light came had the code checked now we are looking at over 2K more to fix this truck,when is it so that you take a vehicle home one night and he's saying all this stuff wasn't there, I'm trying my best to this the right way but I don't think it's fare that he write and lie about this,my wife and I love the vehicle just don't like that we'er lied to make the sale, just tell what I can do other then this to fix this problem without me getting in trouble Regards, [redacted] ***

We are going to itemize this consumers issue one by one, and we will have an answer to you individuallyWife and consumer drove hours to purchase vehicle in car they traded which Javier and Walter stated that they would hold the vehicle for them and when they arrived the vehicle they wanted to purchase was not on lot as well as the other vehicles they were looking at, however there was another vehicle for sale which was more expensive but had higher mileage.Answer - Merlex Auto Group or any dealership will not hold the vehicle with only a phone conversation with a consumerOut of appointments confirmed only or show up to the lotWalter or Javier may or may not confirm with the consumer to hold the vehicle, but that is always under the condition to leave a deposit on the vehicle with the confirmation from both parties both consumer and dealershipIn this case, there was not an earnest deposit transaction as well as a written confirmationAs they made it to the lot, the sales associate walked them around the lot to see if they liked something that they would interest inThey approached the vehicle that they mentioned and showed interest on it and after test driving itthey like the vehicle and they asked the dealership to obtain the financing for the purchaseConsumer states that there was not record of trade in sales transaction, but was put down as a cash deposit, also customer did not go through paperwork after purchase until recentlyTime consuming for doing the transaction.Answwould like to draw your attention to Exas you see on the Purchase Orderthere is no trade vehicle and there was $cash down paymentTime consuming concern, if this had been a cash transaction it would be much easier and faster process, but due to the fact that the consumer asked us to obtain financingit would take much longer to go through the process because we have to submit to the lender and they have to do all the verifications up front before they can make any decision on the loan, so that is up to the lender and is out of our handConsumer states that there has been a number of issues with the vehicle since purchase.Answer-Vehicle sales transaction was an transactionPlease refer to Ex and Ex3, but on Ex3, paragraph & clearly states that MrClark initialed that they drove the vehicle and satisfied with it and asked the dealership to obtain financing for them and also they understand they are purchasing the vehicle in an conditionEx4, paragraph mentions that they personally inspected the vehicle and had the opportunity to test drive the vehicle and they were satisfied with the vehicleExmentions that obligations have been fulfilled and any verbal agreements not made in writing will not be honoredThe consumer did purchase an extended warranty and they did have the opportunity to address those issues with the warranty companyMerlex Auto Group said it's best to leave the plates from the trade in vehicle and we will turn in once deal is complete and finalizedConsumer states that they received violations months after purchase and plates were never turned in.Answer-First of all, Merlex Auto Group will not take any responsibility for the tags for any trade in vehicle that come in that are included on the sales transaction, It is a consumer responsibility to take the tag and turn in to the local DMVAs we mentioned before, and we want to draw your attention to Exon this case there is no trade included in the transactionAlso if the consumer believes that there is any criminal act here, we would love to be on their side and testify in the court of law for their behalf.Any further questions or concerns please don't hesitate to contact me directly via email ***@merlexautogroup.comRespectfully,Alex K [redacted]

HelloI am responding to the complaint we receivedfirst of all [redacted] did not purchase the vehicle from us it was [redacted] ***The customer test drove the vehicle, viewed all the reports and a VA inspection and also inspected the vehicle before driving it off the lotthere was no problem with the vehicle at all This is a High line car, its a [redacted] and there is no manual way to turn any signs off or buttons off the displayIf there was a problem when the customer test drove and inspected the car they would have seen itwe have the documents attached to "As Is" saleCustomer reviewed and signed multiple documents stating they are purchasing a used "AS IS" vehicle(please see attachments)the customer was suppose to get a MD inspection and provide us with a copy in order for us to get tags for them in ten daysWe did not get that as well [redacted] spoke to one of my sales reps who was willing to pay out of pockets just to help them outwe go above and beyond for our customersPlease let me know if you need any additional information.thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Although, the complaint was made verbally over the phone, and the contract stating I inspected the car there was no spare tire in the carCalls to Alex (owner), B***r (service manager) who was trying to sell me the tireAlex told me that Walter (car manager) and Steve U [redacted] were going to send a check that reimburse me for the spare tireAlex (manager) told me to text my address so that he would be able to send a check for the cost of the spare tireThe dealership inspected the car before I received the carI inspected the outside of the car, but not the trunk area until the car was at my homeWhen I brought it to their attention MrB***r said that we can sell me a tire or it need in writingHowever, when I contacted the Alex (owner) promised me that he will get the two to reimburse for the tireAnd a promise was a promise stated by AlexThe contact numbers in the message are the numbers from the shop, and not Alex's phone number (personal)His number is ###-###-####, if he has not changed it by now Regards, [redacted]

Hello:I apologize for the delay in getting back to youI am not sure what [redacted] is referring toI have the documents attached that [redacted] .the first document attached is the ad from our website that [redacted] viewed and signed and as you an see the listed price of the vehicle is $36, [redacted] ** and a witness signed the adWe do this to avoid any discrepancy in price later onThe buyers order has the price and all the fees listed which was provided to the client before signing any documentsHe had the chance to review and go over all the forms before signing themboth registration forms have [redacted] **'s signature and date which also includes the price on there as wellThe $5k [redacted] provided was for the down payment because that's what he was approved for from the lien holderAll the copies were provided to the client along with warranty informationall of our vehicles have "As is" sign on them and are sold exactly as thatIf you need any additional information please feel free to contact usthank you

Hello:As we responded earlier we had forms attached that the customer signed which stated the vehicle was "as is" meaning they inspected the car and test drove it before buying the carThe customer drove the car hundreds of miles and then started complainingWhen we sold the vehicle there was nothing wrong with the carMy manager was willing to help the customer out and pay half of the cost out of his pocket and get him our discount at the shop to get what ever he needed fixedCustomer signed multiple documents that stated vehicle was sold as isIf you need us to provide the documents we will be happy to.Please let us know if there is any way we can help Thank you

We are responding to a letter we received from you dated March 17", for the above Consumer and Complaint numberWe are going to respond to each complaint separately with exhibits as proof.Complaint #1: Consumer claims that her paperwork was never filed with the DMVPlease refer to Exhibit
1Complaint #2: Consumer claims that we failed to report the vehicle sold to ***Our system is not linked to *** due to the consumer's personal information but once the vehicle is registered and the ownership changes from our name to the consumer's name, the DMV will automatically update the new information to ***.Complaint #3: The consumer was complaining about the $cashier's check that she's claiming we asked for her to send us, thus we refer you back to exhibit that the vehicle has been registered meaning no money is owed.Complaint #4: The Consumer is complaining that we not disclose any information regarding an emission testWe refer you to exhibit paragraph 1.Complaint #5: The consumer is complaining that we did not send her a spare key or auto manualWe refer you to exhibit that is in Writing nothing was promised to her, which by her signature means she acknowledged the fact that nothing is owed.Complaint #6: The consumer states that the price of the vehicle was changedWe refer you to exhibit 4, which is the purchase orderIt has all the consumers' information, vehicle information, and the entire breakdown for the numbers which has been disclosed, acknowledged and signed by both parties, Merlex Auto Group and *** ***.Complaint #7: The consumer stated that we sold her the vehicle with the maintenance lightWe refer you to exhibit paragraph and which states that she had the opportunity to test drive the vehicle and she is satisfied which was also disclosed, acknowledged and signed and she was also informed that the vehicle was purchased in "AS-IS" condition.Complaint #8: The consumer stated that we sold her the vehicle with an empty tank of gasEvery vehicle that we sell we put a minimum of $gasoline, and if she is not satisfied she can come back and we will put another Sworth of gasoline.If you have any questions or concerns, please contact me via email at ***@MerlexAutoGroup.Com

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Alex,I have spoken with both your GAP Insurance Company *** *** *** and *** ***, who facilitates the GAP refundsKatherine with *** *** *** *** *** verified that she sent you a letter notifying you of the cancelled GAP contract along with the check on 12/15/She verified the check had not been cashed by your dealership, and I requested that she reach out to your dealership to find out if you still have the check or if it needs to be re-sent to your dealership. She said she has ALSO made several attempts to reach your dealership about this, and cannot get a response back from youIt's actually quite infuriating that I am having to do all the work on your behalf, when it is your responsibility at this point to refund our clientThis GAP contract was cancelled over months ago at this point and a refund was sent to your dealershipIf you lost the check, then contact *** *** and have them issue you a new oneI have already verified that this can be done, and she has attempted to contact you regarding this account more than once. You obviously have had NUMEROUS notifications about this problem with this client now, and have made zero attempt to remedy the situation. Contact *** ***The GAP contract has been cancelled for almost months now and you have a refund waitingIt is not my client's fault that you have either lost the check or just flat refuse to cash it because you want to pocket the rest of the moneyIt's appalling that you treat your customers this wayYou have a letter from an attorney on it's way already, but all my client wants is his money back, which he has every legal right to
Regards,
*** ***

We are writing you in regards to the above responseAttached you will find a copy of the registration and shipping label showing proof that we sent out her tag to herWe ask each customer to provide a valid state inspection within days of purchase to obtain tags and we did receive her inspection on timeIf you have any questions or concerns, please don't hesitate to contact me directly ***@merlexautogroup.comRespectfully,Alex A***

In response to the letter we received regarding Complaint ID # * ***, as we said before, the consumer is stating everything was said verbally and we have provided Revdex.com with the necessary documents i.ethe "WE OWE" which clearly states in bold letters "as-is, all obligations have been fulfilled, any verbal agreements not in writing will not be honored.” Nothing was in writing that we were obligated to purchase a spare tire for *** ***With that said, as a courtesy to the consumer we are willing to reimburse him for $given that he requests Revdex.com to take this complaint off our record.Best Regards, Merlex Auto Group

We are responding to the above complaint from *** * ***First of all, the $that she spent on the vehicle, she had an extended warranty and she had the opportunity to file a claim with the warranty company and if the item was covered under the warranty, they will pay for the repairsShe
did not decide to file a claim with the Warranty company before she paid for the repairsSecond, she had a complaint that she has been set up and claims that Merlex Auto Group took her moneyThat is not trueWe have supported documentation that she volunteered to come to Merlex Auto Group, took a look at, test drove, and purchased the Vehicle with the condition that you see in exhibits belowThird, she complained about the Maryland inspection, again, we have supported documents that she has been told, seen, and she agreed to sign these documents that we are a Virginia dealer and We are only responsible for Virginia inspection, also we do not guarantee any other states inspectionsThe exhibits are as below.Exhibit 1: She agreed that she purchased the vehicle in the condition, acknowledged and signed by *** *** ***.Exhibit 2: Paragraph clearly states that she has test driven and she is satisfied and she is asking the dealership to obtain financing for her purchase, she has acknowledged and signedParagraph states that she is buying a vehicle in the condition and she has acknowledged and signed this one as well.Exhibit 3: Paragraph states that *** *** *** personally inspected the vehicle and she had the opportunity to test drive the vehicle before she purchased itShe acknowledged and signed.Exhibit 4: Clearly states that she has been provided all products and services that were promised to herAcknowledged and signed by *** *** ***.Exhibit 5: "AS-IS, All Obligations Have Been Fulfilled, Any Verbal Agreements Not In Writing, Will Not Be Honored”Acknowledged and signed by *** *** *** as well.Exhibit 6: *** *** acknowledged and signed the paragraph that states we are a Virginia Dealer and we do not guarantee any other states inspection and she has days to get her vehicle inspected in the state in which she is getting it registered and she is to provide the dealership with that copy.With all these supported documents, we believe and are convinced that Merlex Auto Group did exactly what they were supposed to do and we do not owe any reimbursement to *** *** ***.Regards,Merlex Auto Group

I am responding in regards to a complain letter I received in the mail regarding ** *** ***The vehicle was purchased on March 28th and the customer is calling us about this issue months laterWe provided the correct keys to the vehicle or he would not have been able to drive it for
so long.Before the vehicle is taken off our lot it is inspected and customer test drives the vehicle and sees all the featuresIf there was a issue the customer should have notified us within days of sale date.Please let me know if you need any further information from me. Best Regards,Alex A***

Thank you for reaching out to me regarding the above complaintAfter I've read the complaint and spoke with my staff and the supporting documents that I'm provided you, *** *** *** signed several documents that clearly state he had an opportunity to check the vehicle and test drive it and
also he received everything that was promised to him and he got answered for every question he hadOne of the exhibits which is titled “WE-OWE" clearly states "ALL OBLIGATIONS HAVE BEEN FULFILLED, ANY VERBAL AGREEMENTS NOT IN WRITING WILL NOT BE HONORED"Therefore we believe our organization does not owe any parts or accessories to *** *** but as a customer service if he wants to purchase any parts or accessories We can help him out in using our company discountAny future questions or concerns you can contact me directly at the below phone number and email address.Best Regards,Alex A***(O) ###-###-#### (C) ###-###-####

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have reviewed your letter in regards to the complaint referenced aboveI am pleased to tell you that this issue has been resolvedAttached to this letter you will find a copy of the check that we wrote out to *** *** ***If you have any questions or concerns please feel free to contact us at
the given number at the bottom of this pageThank youRegards,Merlex Auto Group

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I still haven't received my tags yet. I'e been paying for a vehicle that I can not operate since I purchased it. They were paid to handle the taxes, tags & registrations and I keep getting the run around. I have never experienced this poor service ever in purchasing a vehicle. I do this work similar to what they do far as processing vehicle loans and titles and this type of practices is not done at no dealership I known. This type of practice is unacceptable. I keep hearing excuses. They is no way on earth that they should have taken my money if they couldn't provide the quality of services that I paid them for.
Regards,
[redacted]